Documentation | Villantis

Introduction & roles

Villantis is one dashboard for managing holiday rentals: bookings, guest communication, properties, agents, commissions and reporting.

There are three roles:

Platform administrator: sees all properties and the platform dashboard.
Owner owner: automatically sees all of their own properties.
Agent rental manager: sees the properties linked to them; can also create their own (owner-less) properties.

What you see in the menu depends on your role. Agents in the menu is only for owners and administrators, and the Platform dashboard (under Reporting) only for administrators.

Guest details are for those who handle the booking. Contact details, messages, documents and sent emails of a guest are visible to the owner and to an agent who may edit that booking (not to other agents, and not to Villantis platform administrators) unless the owner has given Villantis Support temporary support access to that property, or Villantis has started emergency access (the owner is told at once). See Who sees guest details.

Signing in

Go to my.villantis.com and sign in with your email address and password. Your very first sign-in is described in Accounts: invitation, first sign-in and password reset. Forgot your password? Enter your email address, click Forgot password?, and you will receive a code by email; enter it together with a new password. No one at Villantis ever sees or knows your password.

Your profile

Click your email address at the top right to open your profile. There you set your name and language (NL / EN / FR), change your password and manage 2FA. As an agent you also find your Invoice details (for your commission invoices) there (company name, address, logo, IBAN, BIC, invoice prefix and next invoice number) and a Log of changes to your invoice IBAN or BIC. The IBAN is hidden by default and every change is reported, see Bank details.

Two-factor authentication (2FA) required for platform

Secure your account with an authenticator app (Google/Microsoft Authenticator, 1Password, …). For platform administrators 2FA is mandatory: at your first login you set it up once, scan the QR code (or enter the key manually) and confirm with the 6-digit code. Tick "remember this device" to skip entering a code on your own computer for 14 days (even after signing out); leave it unticked and the next login will ask for a code again. Owners and agents are asked to turn it on, but not forced: after you sign in, as long as 2FA is off for your account, the portal shows Two-step verification with the text Your account gives access to guest details. Turn on two-step verification: besides your password, a code from an authenticator app is then needed to sign in. It takes a minute. Choose Turn on now to set it up straight away (scan the QR code and confirm with the 6-digit code), or Later to continue: the question comes back at your next sign-in until 2FA is on. You can also turn it on at any time via your profile (click your email at the top right). The invitation email carries the same tip. Lost your authenticator? The platform resets your 2FA via Agents → user → Reset 2FA, after which you set it up again.

A new version of Villantis

A browser tab that stays open keeps running the version you opened it with. When Villantis has been updated, a bar appears with There is a new version of Villantis. Reload to continue. and a button Reload. Until you reload, saving is refused, so an old tab can never write data in an outdated form. Nothing you typed is lost: the property settings or the booking you have open are kept in your browser and put back after the reload, and anything else that was typed in an open window shows up afterwards in a window What you had entered, so you can copy it. Reloading only happens when you click the button. If you reload while the update is still being rolled out, the bar says The new version of Villantis is still being prepared. Reload again in a minute.

What's new. The link ✨ What's new in the sidebar opens the release notes. The line under it is the date of the newest release notes (for example 30 Oct), not a version number.

Getting started: your first property in six steps

New to Villantis? This walkthrough takes you from first sign-in to a property that is ready to rent. Every step links to the detailed section, so this page doubles as your map of the documentation.

1. Sign in for the first time

Villantis emails you an invitation with your email address and a temporary password. Go to my.villantis.com, sign in with it and choose your own password, see Accounts: invitation, first sign-in and password reset. First thing to do after that: click your email address at the top right and set your name, your language (NL / EN / FR, the whole portal follows it) and 2FA (the portal also asks you for it after signing in, see Signing in).

As an owner you automatically see every property that is registered to you. There is nothing to link. If you expected a property and see an empty portal, ask the person who invited you to check the owner field on the property.

2. Create the property

Go to Properties and click + New property. Only two things are required to save: a Property ID (short; it becomes part of your links, for example the property site address, and cannot be changed afterwards) and a Property name (guests see it in every email and on every page). Everything else can be filled in later; the tabs below tell you where.

3. Walk through the tabs: what every setting does

The property settings have eight tabs, in the order you usually set a property up: Overview · The house · Prices · Costs & extras · Guest contact · Contract & payment · Connections · Administration. At the top, next to the property name, a chip says Live or In preparation. Each tab is a column of cards. A ? next to a card heading opens a longer explanation, a switch you changed shows a gold ring until you save, and lists (price periods, closures, cancellation steps, calendars, agents, people on site) are small cards with a label on every field. One Save bar at the bottom, with Undo, saves everything, see Properties. A new property has no Connections content and no checks until it has been saved once.

Overview: the card Ready to go live?: a progress bar (for example "22 of 24 in order · 1 to fix · 1 to review"), the points that still need attention (red first, then yellow) each with the tab it lives on and a jump to the field, a fold-out of the points that are in order, the This property is live switch (see Live or in preparation) and (for whoever manages the bank details) Check sample contract and emails. The card At a glance shows the pricing model, changeover day, how emails are sent, linked calendars, maximum number of guests and down payment / deposit. What the checks cover: Quality control.
The house: what describes the house. Basic details: Property name, Short description, Domain, Website (link in the guest emails) (empty = your domain), Maximum number of guests (caps the number of guests on a booking), Address, Country, Arrival from / Departure by. Languages: tick the languages guests can book in and choose the Default language (used for manual and imported bookings, the property site and the rates block). Appearance: Logo URL, Accent colour, Heading colour. Property site with Photos, Intro text, Features and Extra sections, see Property site.
Prices: the price engine, see Prices. The card How do you charge? comes first: Fixed weekly rate per season, or Per night or per period; you only see the model you use. Minimum number of nights applies to both. Then Weekly rates and seasons or Prices per period (with the 📅 Price calendar and the Long-stay discount), and the card Availability: Changeover day, Fixed closures and Release booking years.
Costs & extras: what comes on top of the rent. Additional costs is one table (Cost item · How · Amount · Payment) with final cleaning, linen, mid-stay cleaning, pool heating, pets, EV charging point and your Own cost items (their English and French names fold away until you need them). Per cost, Payment is on invoice (counted into the offer and the total to transfer) or on site (listed, but paid at the house). That choice decides what the guest's total says, so check it before the first offer goes out. Then Tourist tax (Rate and How) and Extras (add-on for longer stays), including the switch Offer extras in the guest e-mails. See Prices and Extras.
Guest contact: who emails the guest, when, and what the guest can arrange. Cards: Sender (Sender name, Sender email address and Owner's email address, guest replies and notifications go to the address you enter here, unless an agent manages the booking and gets them first, see Who emails whom), Own sender domain premium (send from your own domain), Sending emails (automatic or manual, see Manual sending mode), Own e-mail flow premium, When does each email go out? (one timeline with the number of days per moment), What the guest can do themselves (two switches, see My booking) and People on site (gardener, pool service, concierge …; they appear in the guest's arrival info). Your concierge is a person here, with the role "Concierge / key management" and the switch "Show in welcome email". The wording of the emails is set under Emails.
Contract & payment: Payment: Down payment (% of the rent), Deposit (the security deposit in €; 0 = no deposit and no deposit emails) and Deposit returned within … days after departure. Then Cancellation conditions (what a guest owes when cancelling, per period), Landlord and bank account (Landlord (name), Landlord (address), Account holder, IBAN, BIC; these appear verbatim in the contract and payment instructions, so the contract waits until they are filled; the IBAN is hidden until you click Show, and not everyone sees this card: see Bank details), Contract (which contract the property uses and Download contract (PDF)), Own general terms and Own rental contract premium (custom contract terms: we review them before they go out) and Signature (on the contract) (image or a name in a handwriting font; an image must be a PNG or JPEG of at most 250 KB and 2000 × 1000 pixels).
Connections: everything that connects outward, see Booking widget & links: Bring in bookings from other sites (calendar links from Booking.com or Airbnb), Share your calendar (channel iCal, and the private iCal for the owner and agents with can edit all bookings), Weekly overview for the owner (see Week overview), On your own website (the rates block, and the booking widget snippets in fold-outs) and, for the platform, OpenGDS / channel connection premium.
Administration: for yourself, never shown to guests: Costs and agreements (one list for the costs in the reports and your agreements and policies), Booking site commission (a percentage per channel, and what the channel keeps on a cancellation, see Channel bookings), Log (who changed the bank details and when, only for whoever may see them, see Bank details), Agents and commission owner (invite rental agents to this property, set their rights and commission, see Agents), Support access owner (let Villantis Support in for 24 hours or 7 days, see Support access), Internal notes (shown on every booking card of the property), Premium platform (the four premium switches, see Premium: one block), Commission invoices premium (a pointer: that is set per agent) and Technical (Property ID, Booking numbers start with, owner for the platform, and Archive property).

Copy logo to Villantis. Under Logo URL (The house tab, Appearance), a logo that lives on another website is shown as Before with the button Copy logo to Villantis; your guest emails and property site depend on that other website until you press it. Villantis then fetches the image once and keeps its own copy on villantis.com: the Logo URL is replaced with the new address, an After preview appears, and the property site is refreshed if it is switched on. The button only works on the logo that is saved. After you change the address, Save first. The address must be an ordinary https:// website (no IP address or internal address, at most one redirect), and the image a PNG or JPEG of at most 250 KB and 2000 × 1000 pixels. If the website does not respond in time, the image is too large or not a PNG/JPEG, you get a message and the Logo URL stays as it was. When the logo is already on Villantis the button is not shown. Whoever may change the logo can use it.

4. See what the guest will get

Open Emails in the menu and preview every email with your property's real prices and branding. Before any guest sees one. The texts are editable per property; the standard flow works out of the box.

5. Do one test booking

Click + Booking on the board, pick your property and use your own email address. Drag the card to Offer and you will receive exactly what a guest receives: offer, contract, the lot. Emails leave a few minutes after your last change (the card shows ✉ sends in ~X min), so several changes bundle into one message. Done testing? Delete the booking via the card.

6. Go live

The short checklist: prices filled in · bank details and landlord details complete (the contract needs them) · check-in/out and changeover day correct · emails previewed · test booking received and cleaned up. Open the Overview tab of the property: it lists exactly what still needs attention (red first, then yellow), and each point takes you straight to the field. Then switch on "This property is live" on that same Overview tab and put the booking widget on your website, or switch on the property site if you don't have one. From then on the nightly quality control watches your configuration strictly.

Stuck? Use Support in the menu, describe your question and you get a reply by email. See Support & feedback.

The board

The home page: all your bookings as cards, spread across columns (swimlanes) per status.

How you work

Drag a card to another column to change the status. That automatically triggers the matching email to the guest.
Click a card to open and edit the booking.
At the top you can filter on a specific property. The Open actions list above the board follows that choice.
Above the board, Open actions lists everything that is waiting for you, so you do not have to open every card to find out, see Open actions.
Bookings from previous years are collapsed per year in each lane (e.g. "▸ 2025") to keep the board tidy, click to expand.
The header of each column shows the count and the total amount of the cards that are open there: this year and further ahead. Each collapsed year keeps its own count and total below that.

Recording a booking yourself

At the top of the form, under Existing guest, you pick someone from your contacts, name, email address and phone number are then filled in and remain editable. For a new guest, leave that choice on new guest and type the details yourself.

Returning guests often call, text or email directly. Click + Booking at the top right to put such a reservation on the board straight away. You fill in the property, the name, the dates and the amount; the number of guests and the reference number are handled by the system. From there the booking follows exactly the same path as an enquiry via the form: the same email flow, calendar, iCal and reporting.

Next to Amount (€) there is a field Discount (hint e.g. 15% or € 200). Type a percentage (15%) or a fixed amount (200 or 1.250,50); leave it empty for no discount. It is the same field, with the same check, as Discount on the booking screen (see The booking screen), so the total, the emails and the contract show what you typed. If the discount is higher than the rent, a notice says The discount is higher than the rent. At most … will be deducted., and no more than the rent comes off. If the discount cannot be read, the form says That discount can't be read. Type a percentage (15%) or an amount (200 or 1,250.50). Nothing was saved. and the booking is not created.

Already know whether a dog is coming along or that they want an extra? Tick it right away: the dog appears if the property allows pets, the extras once the period is chosen, with the price calculated. Because you are taking the booking yourself it is confirmed immediately, and the guest gets no separate question about it.

Under How it came in you record the channel. The list has three groups: No guest (Own stay, for your own stay), Direct (WhatsApp, email, phone, returning guest, in person) and Through a channel (Nice2Stay, VillaSud, Booking.com and Airbnb, plus every channel you've set a commission for on that property, under the property's channel costs). (not specified) stands loose above the groups. The choice is the same in the booking screen and when you add a booking with + Booking. Picking the right channel matters: the channel commission is deducted from that booking in the operations overview, and for the channels that settle with the guest themselves the booking follows the channel booking rules.

You pick the period in a calendar that shows that property's occupancy: crossed-out days are occupied and cannot be clicked, half-shaded days are changeover days: one guest leaves in the morning and the next can arrive in the afternoon. Fixed closures and years that have not yet been opened for booking are shown too. If an existing booking cuts through your selection, the selection starts over instead of creating a double booking.

No email goes out unexpectedly. By default the booking lands in Request and nothing happens; drag the card to Offer once you want to send the offer. If you pick a further status straight away, the flow does send the matching email. The screen warns you about that. If you leave the email address empty, it automatically becomes a shadow booking: the dates are blocked, but nothing is ever sent to the guest.

Badges on a card

🏠 property name (with multiple properties) · 👤 assigned agent · via channel · discount
deposit ✓: security deposit received · 📋 details ✓: address received · 📄 contract ✓: contract sent
👁 shadow: shadow booking (no emails) · ⛔ do not rent: flagged guest
📎 new file (or 2 new files): the guest sent a file through My booking that nobody has looked at yet, see Files from the guest. Only shown to whoever sees the guest's documents.
⏳ down payment overdue: the date for the down payment has passed on a confirmed booking and the money is not in yet, see When is a down payment overdue?
✉ sends in ~X min: a guest email is ready and waiting for the quiet period: mails go out a few minutes after your last change, so several changes bundle into one message and you keep a short correction window. Hover the badge to see which emails are queued. It comes from the same decision logic that actually sends, so it never disagrees with what happens.

Open actions

Above the board: one list of everything that is waiting for you, across all your properties, so you do not have to open every card to find out what needs you.

The heading Open actions shows how many items there are and, when something is late, a red chip like 2 overdue. Each row says what to do, for which property and booking (reference, and the guest's name when you may see guest details), the amount or the date where that applies (by 20 Aug), and the date it has been waiting since. At the end of the row is a button that takes you straight to the right place. When there is nothing to do, the list says Nothing open. Well done.

What is in the list

The list is in groups. Overdue always comes first, then the others in this order; a group without items is not shown.

Overdue: what is late, on top and not repeated under its group: a down payment whose date has passed (see When is a down payment overdue?) and, for the platform, a support request that has waited for more than 24 hours.
Decide: Review the cancellation request, Decide on the agent commission, Confirm or decline the pet, Confirm or decline the extras, Fill in the rental amount and Send the offer. Buttons such as To the request or To the offer open the booking on the right tab.
Money: Down payment received, Balance received, Confirm the channel payout and Security deposit received, with the amount and the date it is due; the button is Tick off receipt and opens the booking on the Payment tab at the right tick. Refund the security deposit has the button To the security deposit. Nothing is ticked or sent by pressing a button here: you do that yourself on the booking.
Messages: Reply to the guest's message, button Read, see Unanswered guest messages, and View new file from the guest (or View 2 new files from the guest), button View, which opens the booking on the Documents tab, see Files from the guest. The file item is only there for whoever may also edit the booking.
Emails and contract: Send the contract again (a sent contract is out of date, see Resend the contract), Fill in the guest's address (see Filling in a guest's address yourself) and, in manual sending mode, Send the drafts.
Properties: a point from the property check of a property that is live: Property check: to do for what must still be done, Property check: worth a look for a warning. The button Go to the field opens the property and jumps to the field concerned. You only see points about fields your role may see.
Support: Support has replied: one of your support tickets is open and Villantis Support wrote last, so it is your turn. The button opens the ticket under Support & feedback.
Invitations: Invitation for … (an agent invited to a property, with who invited) and … proposes a commission: … (the owner or platform decides on an agent's proposal), each with the buttons Accept and Decline right in the row. These used to be in a banner above the board; that banner is gone, they are here now.

Using the list

Collapse it. Click the heading Open actions to fold the list away or open it again. Your choice is remembered in this browser.
Filter it. Under the heading are buttons All, Overdue and one per group, each with its count. Press a group to see only that group.
Click through. A booking item opens the booking screen on the tab and at the field the step is about (the same place as the Next step card), a property check opens the property, a support item opens the ticket. Nothing is changed by pressing the button.
It follows the property choice at the top. With a property chosen in the filter at the top of the board, only the items of that property remain, and the counts in the heading change along. All properties shows everything. Support, invitations and channel sync do not belong to one property and always stay.
When it updates. The list is loaded together with the board (when you open the portal, when the board refreshes and when you come back to the browser tab) not continuously. If it cannot be loaded, it says Open actions could not be loaded with the reason; the board itself is not affected.
On a phone the first four rows are shown and the button Show all (with the number) opens the rest. The Overdue section is always shown in full.

What you see depends on your role

The list shows what you can act on. The steps of a booking are the ones on the Next step card of that booking: an agent who may not edit a booking sees none of its steps, and Decide on the agent commission is only for the owner. A guest's name, an unanswered message and steps that need guest details (the address, the drafts) only appear for those who may see guest details, see Who sees guest details. Shadow bookings are in the list too.
An agent sees this for the properties he is linked to, and the invitations meant for him.
Platform platform sees, besides the above:
- Support: every ticket that waits for a reply from Villantis Support (Support request awaiting a reply), with who it is assigned to (assigned to … or not assigned). After 24 hours it moves to Overdue. The checkbox Only assigned to me (shown as soon as there is such a ticket) hides the tickets assigned to someone else or to nobody, see Assigning a ticket.
- Properties: the property check of all live properties, as far as the platform may see the fields.
- Channel sync: failed syncs (Channel sync failed) and hotel codes Villantis does not know (Unknown hotel code …) of the last 7 days, bundled per channel, direction, kind and property or hotel, with the number of times (for example 3×) and the last message, so a push that fails every two minutes is one item, not a hundred. The button Go to Channel sync opens that screen.
- Booking steps: only on properties where the platform may work: one it manages itself (no owner and no linked agent), or one with support access Assist or emergency access, see Support access. Without that there are no booking steps, no guest names and no guest messages, because Villantis Support can only look. Fill in the guest's address never appears for the platform, since it cannot change a guest's address.

Unanswered guest messages

A guest who is waiting for an answer from you stays on the list until you have dealt with it, so a message cannot slip through. It counts when the guest

writes to you via the booking page (Send a message, see Messages from the guest).

A guest who simply replies to one of your emails reaches your own mailbox directly (the reply address of the property or agent); such replies are not on this list yet.

It does not count when the answer is an Automatic message (an out-of-office reply, for example), is marked Possibly spam, or comes from a sender Villantis could not verify (Sender not verified). Those are still in the timeline, they just do not ask for action. What is on the list: Reply to the guest's message, with the time since when the guest is waiting. If a second message arrives while the first is still open, the time of the first one stays.

How it goes away. On the booking, on the Messages tab, a notice Unanswered message from the guest shows the time of the message and the button Resolved. It is gone when

you save a reply to the guest (Reply to the guest on the same tab), or
you press Resolved: for a guest you have sorted out without writing, for example by phone. You get Message handled and the booking log notes who did it.

The ? next to the notice says the same. If the guest writes again afterwards, the item comes back. It is only for those who may read the guest's messages and edit the booking, see Who sees guest details.

When is a down payment overdue?

One rule decides it, and the card on the board, the Next step card and Open actions all use it: a booking is down payment overdue when

it is Confirmed, and
there is still a down payment to receive: its amount is more than zero and it is not ticked as received (and the booking is not already fully paid), and
the date for the down payment (see Emails, Down payment due) is before today.

Then the card shows ⏳ down payment overdue (hover it for The down payment was due on …), and the step Down payment received in Open actions gets the chip overdue and moves to Overdue. Never for a booking in Offer, for a channel booking (the guest pays the channel), for an Own stay, or for a booking where nothing is charged. Once you tick Down payment received on the Payment tab, it is gone.

The statuses

A booking moves through these stages. Moving between stages automatically sends the right email:

Request: new enquiry received (auto-reply to the guest).
Offer: you send a quote; the guest gets the price + a button to fill in their details.
Confirmed: down payment received; the booking is fixed. The contract follows once the guest details are complete.
Balance paid: full payment received (see What counts as paid).
Stayed: the stay is over.
Deposit returned: the security deposit has been refunded.
Cancelled: with an automatic cancellation settlement according to the contract terms.

Only confirmed bookings (and later) block the calendar. An enquiry or offer holds the dates as an option (soft-book).

What counts as paid

A status says where a booking is in its journey, not whether money has come in. "Fully paid" has exactly one meaning: Balance received is ticked under Payments in the booking (or the "paid in full" email to the guest was sent, which is how older bookings were marked). Everything that shows "paid" follows that one tick:

the balance ✓ badge on the card (see The board);
the guest's My booking page (see My booking) and the owner's week overview;
the outstanding balance in the statistics;
the cancellation settlement, which counts what has been ticked (see Editing a booking).

If the balance is paid, the down payment counts as received as well, even when its own box was never ticked. The other way round does not hold: a status such as Balance paid, Stayed or Deposit returned does not make a booking paid.

Older imported stays. A stay that was imported with such a status but without the tick shows its balance as open. That is intentional: Villantis only counts what you have ticked. Open the booking and tick Balance received if you know it was paid; a shadow booking never sends an email.

Editing a booking

Click a card to open the booking screen; The booking screen below explains how it is laid out (a header, a Next step card and five tabs: Booking · Payment · Messages · Documents · Manage). The property's internal note (the Internal notes card on the property's Administration tab) shows on every card of that property and in full in the detail screen, handy for key codes or arrangements. It is only visible in the portal, never to guests. You can:

Change the status (Manage tab, Change status manually: the same as dragging the card), edit the guest's name and email, set the amount & discount (Booking tab, card Price), change the number of guests. Type amounts as you're used to, 2.100,50, € 2.100,50 or 2100.50 all work and the cents are kept. A comma followed by three or more digits, like "2,100", is ambiguous (English 2100, Dutch 2,10) and is refused with a hint to type 2100 or 2.100; an amount the portal can't read stops the save and is outlined in red. Save only sends what you changed, so a field you can't edit never blocks your other changes.
On the Payment tab, under Payments, tick that the down payment, the balance and/or the security deposit has been received, along with the amount. The confirmation email to the guest only goes out when you tick the box, not already when you drag the card. If the property asks no deposit (deposit = 0), that checkbox is not shown.
The balance payment (Balance received, see What counts as paid) and the Balance paid swimlane move together: tick it off and the booking moves along; drag the card into the lane and the box gets ticked. Untick it and the card goes back to Confirmed. From Stayed onwards the checkmark stays.
The amounts next to those checkboxes (down payment, balance) come from the same calculation as the guest emails: including costs, tourist tax and chosen extras.
Confirm or decline a requested pet or requested extras (Booking tab, card Extras and pet). As long as something is waiting for you, the card shows a badge. Only after confirmation do the amounts count in the guest emails.
Type a reply to the guest (Messages tab, Reply to the guest). This is emailed on the next processing round. Under the field is the checkbox Add greeting and sign-off, ticked by default: the email then opens with a greeting to the guest by first name and closes with the usual regards and your sender name, in the guest's language, and the small line under the checkbox shows what will be put around your text. Untick it and the email contains only your text (with the guest's own question quoted underneath, as before) in the normal email layout, handy when you write the greeting and the goodbye yourself. Like every other guest email, the reply carries, at the bottom, the link View your booking → and, under it, Questions? Send us a message via your booking page → (in the guest's language). As long as the guest's booking page is on for the property; for a shadow booking nothing is sent anyway. The portal remembers your last choice per browser for the next reply, and the choice is saved with the reply when you press Save. If your text already starts with a greeting (Dear…, Hello…) or ends with a sign-off (Regards…), a hint appears (Your message already has a greeting or sign-off. Untick this box?), but nothing is changed for you.
Set a booking to shadow (Manage tab, Shadow booking: no emails).
On the Payment tab, in the fold-out Cancellation, you see what a cancellation today means according to this property's cancellation scale (percentage, amount, and whether the guest gets money back or still owes more). There you also set the cancellation amount: empty = according to the scale, 0 = waived, or your own amount. Set it before you drag the card to Cancelled, at that moment the cancellation email goes out with that amount in it. If the email is already gone and you correct the amount afterwards, save and use Resend cancellation email; otherwise the guest keeps the old settlement. If your amount differs from the scale, the email states both: what the terms prescribe and what you turned it into, with a sentence saying you adjusted it.
The amount is fixed on the day of cancellation. The scale is applied to the date the booking was cancelled, and that result never changes afterwards: the board, a resent email and the commission all show what the guest was told. A guest only owes a cancellation amount once the booking is booked: the down payment was requested or a payment is ticked as received. Before that, cancelling is free. An amount you set yourself always applies.
Who may change the cancellation amount: the owner. On a property without an owner account the platform can correct it on the owner's behalf (where it manages the property or has support access) and that change is written to the booking log. Agents can see the amount but not change it.
Agent commission on a cancellation is the owner's decision, per cancellation. When a booked stay with an agent is cancelled and an amount is retained, the commission on it shows as awaiting owner decision: it is not counted as earned and cannot be invoiced until the owner decides yes or no. The owner gets an email with a secure one-time link (valid 60 days, one reminder after 7 days) and can decide without logging in, or on the booking card in the portal. Only the owner can decide; the agent and the platform see the status. The owner can revise the decision on the booking card with Revise decision until the commission is invoiced. The decision fixes the commission amount at that moment, and once a booking is cancelled an agent can no longer change its amount, discount, status, payment ticks or channel. Every step is posted to Slack, and the nightly quality control warns when a property with an owner account and a commission agent has no owner email address.
A property without an owner account has nobody to ask, so no decision email goes out. When the cancellation retains an amount and the agent has commission terms, the commission is recorded automatically as yes, according to the agreement. The Cancellation fold-out on the Payment tab of the booking then says Agent commission on this cancellation: yes with the amount and recorded as agreed (no owner) on the date. A line is added to the booking log, which you can also read in the communication history of the guest in Contacts (the line is in Dutch). If an owner is linked to the property later, the owner can still use Revise decision. A property with an owner account but no owner email address is not treated this way: it keeps waiting for the owner and the quality control warns. Without an owner account, only the Owner's email address counts as an owner: the Sender email address is for sending and never stands in for one.
The settlement counts everything that has come in and names it separately: down payment received, balance received and security deposit received. Whatever remains after deducting the cancellation costs is refunded to the guest; if it falls short, it states what the guest still has to pay. If the checkboxes under Payments are off, that money does not count: the email calculates with what you have ticked off, not with an assumption.
View the communication history: every sent email can be read back.
On the Documents tab, upload and record documents, e.g. the signed return contract the guest sends back, but also ID or extra agreements. Pick a type, upload a PDF or image, and download or delete later. Every upload is first scanned for viruses, see Documents and the virus scan. Once a signed contract has passed the scan, a ✍️ signed ✓ badge appears on the card and a line in the communication history. The files are stored safely and privately; downloading works via a temporary, protected link.

The booking screen

The booking screen is 640 px wide on a computer and fills the whole screen on a phone. From top to bottom it has a header, a Next step card, five tabs and a save bar.

The header shows at a glance where the booking stands:

Name, reference, property and channel (for example via Booking.com), with Close at the top right.
A step bar with the status of the booking: Request · Offer · Confirmed · Balance paid · Stayed · Deposit returned. The current step is highlighted and the steps before it are filled in. The bar is display only. You change the status on the Manage tab, or by dragging the card on the board. For a cancelled booking the bar ends in a red Cancelled marker and none of the earlier steps are filled in.
One line with the facts: Dates, Nights, Guests (for example "4 + 2 children"), Total (incl. fees) and Still due. These come from the same calculation as the guest emails and the contract. On a cancelled booking that has been booked, the total is replaced by the Cancellation amount.
Esc closes the screen, exactly like Close, unless you have changes that are not saved yet. Esc then does nothing, so nothing you typed is lost; use Save first.
A booking you may only read (an agent who may not edit it) shows a 🔒 Read only label, grey fields and no save bar.

The Next step card says in one line what is waiting on this booking for you, for example Review the cancellation request, Decide on the agent commission, Confirm or decline the pet, Fill in the rental amount, Send the offer, Down payment received, Balance received, Confirm the channel payout, Refund the security deposit, Send the contract again, Fill in the guest's address or Send the drafts, with the amount or the date where that applies. Its button (To the request, To the rent, To the balance, Go to the contract, Go to the address …) takes you to the right tab and to the field. It only takes you there: nothing is saved or sent by pressing it. The card is not there when nothing is waiting, and it only names steps your role may take. The same steps, for all your bookings at once, are in Open actions above the board.

The five tabs:

Booking: the guest's question (if any), Guest (name, email, phone, address (four fields for those who may change it, see Filling in a guest's address yourself), language, and a link to open the contact), Stay (dates, adults, children, How it came in, and Assigned to for the owner and the platform), Price and Extras and pet. The property's internal note is shown here too.
Price is one card: Rental and Discount to edit, and below them the lines that make the total: the discount as a minus line, the costs that go on the invoice (cleaning, linen, tourist tax if it is in the total, extras you confirmed, …) and the total. Everything below the fields comes from the same calculation as the guest emails and the contract; the screen adds nothing up itself. Costs that are paid on site are not in the total: they are listed separately under the total, see What you charge. A discount can never be more than the rental: if you type a fixed amount above the rent, the total, the emails and the contract all show what actually comes off the rent. When the property includes the tourist tax in the rent, one line without an amount says Tourist tax: included in the rent, see Tourist tax included. A channel booking has no cost lines. Its total is the rent.
Payment: Payments (Down payment received, Balance received, Deposit received with their amounts, and Still due), and the fold-out Cancellation with the cancellation amount and the settlement. A channel booking also has the field Received from …, see Channel bookings.
Messages: the email drafts when the property is in manual sending mode, a notice Unanswered message from the guest with the button Resolved while the guest is waiting for an answer (see Unanswered guest messages), the Messages timeline of the booking (see below; it only appears when there is something in it), Reply to the guest and the Review setting.
Documents: the Contract checklist (Guest details completed, Contract sent, Signed contract received; if something on the contract changes after it was sent, see Resend the contract) and the uploaded Documents, see Documents and the virus scan. A small counter on the tab name shows how many new files from the guest are waiting, see Files from the guest.
Manage: Status (Change status manually), Shadow booking: no emails, a review the guest wrote (with the choice to show it on the property site), the Log of the booking (see below) and, for whoever has the right, Delete booking.

The booking log. At the bottom of the Manage tab, under the heading Log, stands everything that has been written down about this booking, newest at the top. Every line has the kind of entry (for example Offer + contract sent, Down payment confirmed, Signed contract saved, Booking changed or Changed by the platform), the date and time, who did it where that is known, and a note where there is one. The first ten lines show; Show all (n) opens the rest. When nothing has been written yet it says Nothing in the log yet. The log is read only. Notes can contain email addresses, so the log follows the same rule as the guest's details: you see it when you may see those (see Who sees guest details), and Villantis platform administrators only with support access. The same kinds of entries also show in the communication history of a contact, see Contacts.

The Messages timeline. On the Messages tab, under the heading Messages, what the guest wrote and what Villantis sent to the guest stand in one list, newest at the top. The heading only appears when there is something to show. It has two kinds of entries:

What the guest wrote: a message sent from the guest's booking page, labelled Guest and via booking page (see Messages from the guest), with the guest's name, address and time. A long message is folded: Show full message.
The emails Villantis sent: every guest email that went out, in every sending mode (automatic or manual), labelled Sent with the kind of email, the time and the subject. Show email opens the email as the guest received it, right in the list; Hide email folds it away. Handy when a guest says "I never got the payment request" or asks what exactly was promised.

The timeline is only for those who see the guest's details: the owner and an agent who may edit the booking, see Who sees guest details. Load older messages fetches the rest of a long list.

Filling in a guest's address yourself

On the Booking tab, card Guest, the address is four fields: Street and number, Postcode, Town and Country. Type or correct them and press Save like any other change. This is for two situations: the property does not ask the guest for the address (Let the guest fill in their own address is off, see The three switches), or the guest filled in something that needs correcting. When the guest normally fills the address in on their booking page, a line above the fields says so (The guest normally fills this in on their booking page.). You can still correct it.

When the address counts as complete. When street, town and country are filled in (the postcode is not needed). The card on the board then gets 📋 details ✓, and the contract can go out: it is sent by the normal sending round, or appears as a draft in manual sending mode. The rental amount must be filled in too.
Who may change it. The owner, and an agent who may edit the booking and sees the guest's details (see Who sees guest details). Everyone else sees the address as a read-only line. Villantis platform administrators never change a guest's address, not even with support access: with it they can see the address, nothing more. After a cancellation only the owner can still change it (This booking is cancelled: after cancellation only the owner can change the amount, discount, status, payments, channel and the guest's address.).
The reminder. When the property does not ask the guest for the address, the booking is Confirmed or Balance paid, the rental amount is filled in and the address is not complete yet, the Next step card and Open actions say Fill in the guest's address. Its button (Go to the address) puts the cursor in the first empty address field. There is no such step for a channel booking or an own stay.
The guest's contact. What you fill in here also goes to the guest's contact (see Contacts), but only to complete it: a part that is still empty on the contact is filled in, a part the contact already has is left alone. Only the parts you changed are passed on, and only when the booking has an email address. To change an address that is already on the contact, correct it under Contacts.
The log. Each change is written to the booking log with who changed which parts (street, postcode, town, country), never the address itself.

What you charge: costs per booking, and what is paid on site

The costs you set up for the property (final cleaning, linen, mid-stay cleaning, pool heating, pets, EV charging point, tourist tax and your own cost items, see Costs and agreements and Additional costs) normally all go on every booking. In the card Price you can decide, per booking and per cost line, whether it is charged.

Payable on site. Under the total there is a block Payable on site with the costs the guest settles on arrival, the same lines as the block with what to pay on site in the guest email. They are not in the total (the guest does not transfer them). The block is only there when there is something to pay on site, and extras the guest chose to pay on site are listed there too.
A checkbox per cost line. Every cost line of the property (on the invoice and on site) has a checkbox in front of its name. Untick it and the line is struck through and grey; it then no longer counts in the total, in the guest emails, on the guest's booking page or in the contract. The contract follows every cost line it names: final cleaning, linen, EV charging point, your own cost items and the tourist tax (which then says that no tourist tax is charged for this stay). With linen off, the contract also drops the sentence that linen is included in the rent. The security deposit is not a cost line and always stays on the contract; the other lines (mid-stay cleaning, pool heating, pets) are not in the contract at all. If the contract has already gone out, a change here makes it out of date, see Resend the contract. The line stays visible so you can tick it again. Extras the guest chose are not a cost line of the property and have no checkbox.
Save to apply. The checkboxes are saved with the Save button, like Rental and Discount. After you change one, the card says The total is updated once you save. The amounts below the fields are always the ones calculated by the server.
What is on by default. A booking with How it came in set to Own stay (your own stay) starts with all costs off. Every other booking starts with all costs on. Only the choices that differ from that default are stored, so a booking you never touched behaves exactly as before. Switch a cost on for an own stay, or off for any other booking, whenever you need it.
A stay with no rent but with costs. A booking for friends or family with Rental €0 and the costs left on is a booking with something to pay: it gets the offer and the balance reminder for those costs only. There is no down payment of €0 (no sentence about it in the offer, no down payment email and no Down payment received step) and no contract, because a contract needs a rent. The Next step card goes straight to the balance. Cancelling a booking without rent costs nothing: there is no cancellation amount.
Channel bookings do not have this: the channel settles with the guest, so the total is the rent, there are no cost lines and nothing to switch (if you try to save a choice anyway, you get the message These costs can't be switched on or off here).
Who can change it. The owner, and an agent who may edit the booking, the same people who can set the rental and discount. Each change is written to the booking log (which lines went off or on). After the booking is cancelled the choices are locked, just like the rental and discount.

Resend the contract: when something on it has changed

Once the contract has been sent, the booking screen keeps watching whether what is on it still matches the booking. If something has changed since it was sent, a notice appears at the top of the booking screen: The contract was sent with different details than now. (the ? next to it explains it) with the button Send the contract again. Villantis never sends anything by itself here: you decide.

What counts as a change. Anything that is printed on the contract: the rental and the discount, the number of guests, the dates, the guest's name and address, the cost lines you switched on or off (see What you charge), and the property settings that appear on the contract, for example the landlord and bank details, the costs and deposit, the down payment percentage, the cancellation conditions, the signature and the custom terms. A change in one of those property settings therefore shows the notice on every booking of that property whose contract has been sent.
Pressing the button. You first get a confirmation (Send the contract again): the guest receives the contract again, with the details as they are now, and the sentence This is an updated version of your rental contract; it replaces the previous version. in the email. Save or undo any unsaved changes first, otherwise the screen says Save or undo your changes first. The email goes out through the normal sending round, so after a few minutes (it waits until the booking has been quiet for a moment); on a property in manual sending mode it appears as a draft on the booking, which you send yourself.
Already signed? Then the notice adds that the guest has signed already and must sign the new contract again, and the confirmation says the signed copy will count as replaced. The old signed file stays in the Documents list, marked replaced; the Signed contract received tick and the ✍️ signed ✓ badge go away until a new signed copy has been uploaded and passed the virus scan. The confirmation email Signed contract received is then sent again for the new copy.
Who sees it. The notice is shown to everyone who can open the booking; the button only to the owner and to an agent who may edit the booking. The button is refused (The contract is not out of date. There is nothing to send again.) when nothing has changed, and (The contract can only be sent again once the rent and the guest details are filled in.) when the rent or the guest details are missing. Each resend is written to the booking log.
Open actions. A sent contract that is out of date, and that can be sent again (rent and guest details filled in), also shows as Send the contract again on the Next step card and in Open actions (group Emails and contract), with the button Go to the contract.
Where there is no notice. For contracts sent before this feature went live on 25 October 2026 (Villantis did not record what was on them, so it cannot tell whether they are out of date), for channel bookings, for cancelled bookings, and as long as the contract has not been sent at all.

Short notices. A warning such as Do not rent again or The guest asks to cancel is one line; the longer explanation sits behind the ? next to it. The same ? is used for the explanation of a field. Save at the bottom saves what you changed, and the bar next to it says Everything is saved or how many changes are waiting.

Channel bookings: the channel settles with the guest

For a booking that comes in through a sales channel, the guest pays the channel and the channel pays you. Villantis treats a booking that way when it was brought in through an iCal link or the channel connection, or when How it came in is Nice2Stay, VillaSud or Gites. A booking marked Your own stay is not one of them. The money rules below apply from 24 October 2026: the payout to stays that depart on or after that day, the cancellation split to cancellations made on or after that day, and the agent's commission to bookings that came in on or after that day. Older bookings keep the display they had. The rules about emails and the guest page apply to every channel booking.

Confirm the payout. On the Payment tab, next to Balance received, the booking has a field Received from … (with the channel's name). It is filled in with what Villantis expects: the rent minus the channel's commission, with a line under it such as Expected: €1,640 (rent €2,000 minus 18 % commission for Nice2Stay). If it differs, adjust the amount. When the payout has arrived, correct the amount if needed, tick Balance received and press Save: that amount is stored as what you really received, with the date and who confirmed it (also written to the booking log). If you leave the amount as it is, the expected amount is stored. Unticking the box clears it again. Before you confirm, Still due shows the expected payout. After the stay the Next step card says Confirm the channel payout. The owner, or an agent who may edit the booking, can do this.
A payout higher than the rent is allowed, but the screen asks This is more than the rent: is that right?; you can still save, and the channel costs in the reports then count as 0, never negative.
In the reports, the Booking costs (channel) of such a booking are the rent minus the payout you confirmed. Until you confirm it, the percentage under Booking site commission is used, as before. See Reporting.
Cancelling. The property's cancellation conditions apply to the rent; the channel keeps a share of that cancellation amount and the rest is yours. The cancellation fold-out says so (for example Nice2Stay keeps 30 % (€300); your share: €700.), the field Received from … then expects your share, and the agent's commission follows the same amount. Set the share per channel in the card Booking site commission on the Administration tab: next to Commission there is a column Keeps on cancellation (a percentage from 0 to 100). Only the owner can change these percentages, on a property without an owner account, the platform.
The guest gets no automatic email from Villantis. No offer, payment, contract, welcome, review or cancellation email goes out for a channel booking, none shows up as a draft in manual mode and the ✉ badge does not appear; the channel looks after its own emails. What you type under Reply to the guest is still sent. On the guest's booking page there are no amounts to transfer, no bank details, no extras to order and no contract text; the page does not ask about a pet, and where it talks about cancelling it says that any refund goes through the channel instead of showing an amount.
Agent commission on a channel booking is calculated on the rent minus the channel's commission. An agent can no longer change the channel of a booking that has been booked or came in through a channel.

Documents and the virus scan

Documents belong to a booking (the Documents tab of the booking, card Documents: pick a type (Signed contract, ID / passport, Extra agreements or Other), choose a PDF or image and click Upload) or to a property (attachments under Costs and agreements on the Administration tab). Both kinds go through the same check: before a new file can be downloaded, it is scanned for viruses by Amazon GuardDuty Malware Protection. You do not have to do anything; you see the result next to the file:

being scanned: the check is running. The file has no Download button yet. The list does not refresh by itself: reopen the booking or the property to see the new state.
(no label): the file is clean and the Download button is there. Files uploaded before the scan existed also have no label and stay downloadable.
virus found: the scan found a threat. The file is never released, cannot be downloaded and is deleted automatically after 30 days.
scan failed: the file could not be scanned, so it is not released and is deleted automatically after 30 days. Upload it again. Hover over the label for this explanation.

For a property attachment, the file first shows not saved yet until you press Save on the property; the scan starts after that. For a booking, it starts at the moment of the upload.

The signed contract counts only after a clean scan. The ✍️ signed ✓ badge, the "signed contract" checkmark on the guest's page and in the week overview, and the confirmation email Signed contract received all wait for it. If the scan does not come back clean, none of them happen. Deleting a document, or the whole booking, also removes the copy that is still being scanned. An upload link works for one file only and expires after five minutes; if an upload fails, upload the file again.

Viewing a document without downloading it

In the list of documents of a booking, and in the attachments under Costs and agreements, you can look at a file in the portal instead of saving it first. What you get depends on the kind of file:

Photos (JPEG, PNG and WebP) show a small preview next to the name. The previews of a booking load when you open the Documents tab. Click the preview and the photo opens large, with the buttons Download and Close (Esc or a click beside the photo closes it too).
PDF files get the button Open, which opens the PDF in a new browser tab.
Anything else, HEIC photos for example, can only be downloaded and has no Open button. If you manage to ask for it anyway, you read Could not open: this file can only be downloaded.

Looking only works after a clean scan. A file that is still being scanned, one with virus found or scan failed, and a file from before the scan existed (no label) has no preview and no Open button; the last one can still be downloaded. The same rights apply as for downloading, and the link that shows the file is only valid for a minute. For a property attachment that you have not saved yet there is nothing to open until you press Save.

Files from the guest

A guest can send you a file from their booking page, see Files from the guest: Send a file. It appears in the Documents tab of the booking like any other document, with the type Other and the label from the guest next to it, as soon as it is uploaded, and can be downloaded after the virus scan. A file that is sent from the booking page is never counted as the signed contract.

You are told. Once a file has passed the scan, whoever handles the booking gets an email File from the guest with the booking, the dates and the file name, sent in the next mailing round, so within a few minutes. It goes to the same address as the other notifications, see Where does a guest's reply go?, and the team channel only hears that a file came in, never the name or the file. A file with a virus, or one that could not be scanned, is not reported to you. The platform is alerted about that instead, as for any upload.
It stands out until someone looks. A new file from the guest shows as the chip 📎 new file on the card on the board, as a counter on the Documents tab in the booking, and as View new file from the guest in Open actions. Files that are still being scanned, files with a virus, and files you uploaded yourself never count as new.
Seen. Opening the Documents tab marks all new files of that booking as seen. Downloading or opening one file marks that file. The chip, the counter and the item in Open actions then disappear, and the list says seen on … by … next to the file.
Who clears it. The owner, and an agent who may edit the booking and see the guest's details. A platform administrator with only read-only support access sees the counter but does not clear it, so the owner keeps the reminder. A platform administrator who works along (support access Assist or emergency access) clears it, and that is written to the booking log.

Calendar

The occupancy per property, in three views (switch at the top right with Month · Week · Day). Confirmed bookings are terracotta, options (enquiry/offer) amber, free is sand.

Month: four months per property as a calendar. Changeover days are shown diagonally (departure = morning, arrival = afternoon), and you hover over a day for the ref + tenant name.
Week: per property a strip that runs from changeover day up to and including the next changeover day. That changeover day (Sat or Sun) is recognised automatically per property, so each property shows its own rental week. The strip is 8 days so that the closing changeover day (which carries both this week's check-out and the next guest's check-in) stays visible. With the guest name in the cell plus 👤 number of persons and the price.
Day: one line per property, who is arriving (➡), departing (⬅) or staying (🏠), with persons, price, channel and the stay period (nights).
Click a booking (in any view) to open the full booking details.
Browse with ‹ › (per 4 months / week / day). Export all reservations to CSV with the ⬇ button.

Exporting to Excel

With ⬇ Export you download a week overview as a CSV file that Excel opens directly. Next to it you pick the year, the current year by default.

The overview runs chronologically through all weeks of that year, including the weeks with nothing booked: those appear as an empty row with only the dates and the status free. That way you see at a glance where the gaps are. The weeks run from changeover day to changeover day; if a property has no fixed changeover day, Saturday is used.

If a booking lasts more than a week, the details are on the first week; the following weeks are marked occupied but with empty numbers, so you can add things up in Excel without double counting. The export follows the property filter at the top: if that is set to one property, only that property is in the file.

Contacts

All guests, with name, email, phone, language, year of last booking and any rebooking discount.

Search by name, email or phone; click a column header to sort.
Click a contact for the details: bookings, communication history, and the "Do not rent again" flag (with a mandatory, factual reason).
Under Address is the address the guest entered themselves via the details link in the offer, the same address that goes on the contract. You can correct it here, for instance a typo in the street name. If this guest books the same property again later, the address is already waiting for them on that page; they can still adjust it there.
Who sees the address, phone and email of a contact: the owner, an agent with can edit all bookings on that property, and an agent who has a booking of that contact assigned to them. Any other agent sees only the name, the property and the do not rent flag, with Not visible to your role. in place of the details. See Who sees guest details.
Existing contact details are never overwritten by a booking you add by hand or by an import: those only fill in fields that are still empty. When a guest fills in their own details on the details page, that does update their contact.

Importing

Put an existing schedule (e.g. an Excel or Google Sheets export) on the board in one go.

Click ⬆ Import at the top right, choose the property and upload a CSV file. The portal recognises the columns by the header row and shows a preview before you import.

Not sure which columns you need? Click ⬇ Download sample file in the import window. You get a ready-made CSV template with the right header row and a few sample rows that you can open and fill in with Excel or Google Sheets.

Columns (by header name, order does not matter)

Arrival and Departure: as YYYY-MM-DD or DD/MM/YYYY (required).
Name (required), and optionally Channel, Adults, Children, Guests, Email, Phone, Amount, Status.

For every row with a valid email address a contact is automatically created; a contact that already exists is never overwritten, only its empty fields are filled in (see Contacts). The status is derived from the dates (past → Stayed, future → Confirmed), unless you supply a Status column.

Everything you import comes in as a shadow booking by default. It counts in the calendar, board and reporting, but no emails go to the guests. Untick a booking if you want it to run live.

Properties

Manage your properties and all their settings.

Click a property in the list, or + New property, to open its settings. The property name sits at the top with a Live or In preparation chip, and below it the eight tabs Overview · The house · Prices · Costs & extras · Guest contact · Contract & payment · Connections · Administration. The tour of the tabs says what lives where. In the list every property shows live or in preparation, and which contract it uses when that is a custom one.

Insurance and agreements. owner Insurance policies and contracts with service providers live in the single list Costs and agreements on the Administration tab, with or without an amount, with or without a file. Archiving a property leaves its documents in place.

Premium: one block, on the Administration tab. platform The card Premium on the Administration tab holds four switches: Mails from own domain, Own e-mail flow, Own rental contract and Property site. Only the platform sees this card and only the platform switches a feature on, until online payments exist. Under each switch a line says where the feature stands: On, in use, On, not used by the owner or, for the own domain, On, domain not verified yet. As an owner or agent you see the result where you use the feature: a feature that is not switched on says Premium feature: not enabled for this property yet. There is no separate platform switch any more on the Guest contact and Contract & payment tabs.

Not using a premium feature. owner · agent You can stop using a feature without losing the right to it. The right stays switched on, and the platform sees On, not used by the owner. Own domain: untick Send mails from own domain in the Own sender domain card on the Guest contact tab; the card then says Off: mails are sent from villantis.com. The premium right stays in place. Own e-mail flow: untick the property under Linked to properties in Emails, and the property runs the standard flow. Own rental contract: choose Platform standard contract (see Which contract does a property use?). Property site: untick Publish property site, and the page is taken down.

One Save for everything. All settings of a property are saved with the single Save button at the bottom, including the people on site, extras, costs and agreements and booking-site commissions. The bar at the bottom tells you how many changes are not saved yet ("1 change not saved yet" / "Everything is saved"); changed fields get a gold ring, and so does every tab that holds a change. Undo puts everything back to the last saved version. Only what you changed is sent, so a field you didn't touch is never overwritten. The settings stay open after saving. If you close the property (or press Escape) with unsaved changes, you are asked to choose Back, Discard or Save and close. Linking or unlinking an agent in the Agents and commission card (Administration tab) happens straight away and never throws away changes you are making elsewhere.

On a phone or tablet the tabs scroll sideways with the active tab kept in view, and lists such as costs, periods and closures become compact cards.

For a property linked to the OpenGDS channel manager, the link settings (Connections tab) are saved with the same button; synchronising stays a deliberate action with Synchronise now, which is available once the link is saved.

A platform administrator can restore properties, and archive them where it manages the property or has support access; archived properties disappear from all overviews but keep their bookings.

Quality control: what exactly is tested?

A check run covers the whole platform and sends the result as a report to Slack, with version number and commit. Below is exactly what gets checked. A report is only green when everything below passes.

This happens automatically every night (around 04:30) and the report appears in Slack. You can also start the run manually, for instance right after a change. Then the tests on the code itself run as well. The checks are defined in one place, so the nightly and the manual run are guaranteed to do the same thing.

In the portal, per property. The Overview tab of every property shows the property's own checks from this same set: a checklist with what still needs attention, a progress bar, and a small number on each tab that has open points. Click a point to jump to the field. The list refreshes when you open the property and after you save. Owners and agents only see points about things they may change themselves; checks that only Villantis can fix stay out of their list. The messages are in Dutch, the same text as in the nightly report. With Check sample contract and emails you can also render the contract and every guest email for this property and check them; that deeper check is available to whoever manages the bank details.

1. Integration tests (OpenGDS)

These run against the official sample message from OpenGDS itself, not against a test message we made up.

A complete reservation is fully parsed: reservation number, hotel code, arrival, departure, amount, currency, guest name, email, number of adults and children, sales channel, promo code, room type, rate and the booked extras.
The name of the sales partner (e.g. Nice2stay) is read, even when OpenGDS appends a partner code to it. This drives the commission attribution.
A reservation message in the alternative OTA format is processed just as well.
An unusable or corrupted message never produces a phantom reservation, so the endpoint can reject it and OpenGDS sends it again.

Channel outages: when the channel platform itself is unreachable (for example a maintenance window), Villantis registers the outage, backs off to one probe every ~15 minutes and keeps your availability and rates ready on our side: the first round after recovery pushes the complete current state for every property, followed by a single "channel is back" notification. The nightly quality control shows an ongoing outage as an attention point with its start time; it only becomes an error after 24 hours.

2. Email checks: every email, every property, every language

All email types (enquiry confirmation, offer, down payment, balance, paid in full, security deposit, deposit received, extras, welcome info, refund, contract, signed contract and reply) are rendered for every property in every configured language and checked for:

the email builds without error and is not empty;
no placeholders are left unreplaced (such as {bedrag});
nowhere does undefined, NaN or other technical debris appear in the text;
no cost item is mentioned twice: exactly the bug that once made the final cleaning show up double;
down payment + balance is exactly equal to the total amount;
the cost lines in the table add up to the amount included in the total;
all amounts are valid numbers.

3. The contract

For every property and every language the contract PDF is built and checked:

the file is complete (not truncated);
the tourist tax in the contract equals the one in the offer email: the contract counts adults, exactly as the contract text itself says;
down payment plus balance equals the rental price;
the custom terms do not mention a security deposit while the security deposit (the Deposit field in €) is set to 0, and the first step of the cancellation scale matches the down payment percentage;
the landlord and bank details are actually filled in, name, address, account holder, IBAN and BIC. Those appear verbatim in the contract and in the payment instruction; a placeholder value there means a guest with an unusable account number. This applies to live properties.

4. Public endpoints and the changeover day

the public availability returns valid data and contains no guest data;
there is no property still pointing to a published availability file. The booking widget, a property's website and the iCal feed all get their availability directly from the same source; a second copy could silently go stale;
the Domain field is a bare hostname (pand.nl, not https://pand.nl/) and the website URL is valid, otherwise a broken link sits in the footer of every guest email;
the private iCal rejects a request without a token and delivers a valid calendar with a token;
the changeover-day restrictions sent to OpenGDS are correct: a fixed changeover day applies all year round, the high-season variant only in high and peak season, and the switch falls exactly on the season boundary.

5. Published pages

The booking form in the iframe, the details and extras pages and this documentation live as separate files on villantis.com. They belong to the code but do not travel with the rest, so a half-finished publish used to be invisible. Every page now carries a build stamp, and the check reads back whether they are all reachable and carry the same stamp. If a guest page also exists on the portal domain, that is a second copy that will sooner or later drift. That is reported too.

6. Language, bookings and the OpenGDS integration

Language: every text in the portal has an English and a French translation. If one is missing, a foreign user would silently see Dutch. That can no longer happen unnoticed.
Bookings: all bookings are checked. The most important rule: a shadow booking must never have produced a guest email, because for channel bookings the channel handles that communication. Also: no bookings on a non-existent property, no missing dates, and departure always after arrival.
OpenGDS: for connected properties, OpenGDS itself is asked whether the configured room and rate codes still exist there. OpenGDS manages those codes itself; if one disappears or is renamed, we would be sending availability into the void without any error.

The integration guards this itself too. Before every push to OpenGDS the codes are read back first. If they no longer match, nothing is sent and a Slack alert follows with the code in question. That is necessary because OpenGDS also answers "success" to a non-existent code, without this check you would never notice that nothing is arriving. Correct the code on the property and synchronisation resumes by itself: immediately when saving in the portal, and otherwise within a few minutes.

An invalid guest email address gives an attention point for that booking (ongeldig mailadres van de gast, without the address itself, because the report goes to Slack). The email round skips such a booking until the address on the booking is right, so the guest gets nothing in the meantime. Cancelled and rejected bookings are left out.

7. Property configuration checks

Only for properties marked as live:

Error: a live property without weekly prices and without a flexible pricing model: an enquiry would get € 0 as an indicative price.
Attention point: a tourist tax mode that calculates with a rate while the rate is 0.
Attention point: a cost with an amount but no chosen payment method (a default is then used).
Attention point: maximum number of guests or languages not set.
Attention point: a property not marked as live that does have real bookings.
Attention point: Show the price in the booking widget is ticked on a property with flexible prices. The widget then shows the exact price for every period a guest picks, also where the property site only gives a from-price. If that is what you want it can stay, otherwise untick it. The same note shows under the checkbox on the Connections tab. When you never touched the checkbox, nothing is reported (see Price in the booking widget).
Attention point: a text that guests read in their emails still holds a placeholder (placeholder, xxx, tbd, n.v.t. or a word that starts with voorbeeld). Checked are Property name, Short description, Sender name, Address, Arrival and departure, People on site (those shown in the welcome email), Extras, Additional costs and the captions of the Arrival photos. An empty field is fine here. The portal names the field and the text; the Slack report names only the field, because a name or phone number is personal data.

Properties in preparation are deliberately not judged strictly: they produce one informational line instead of dozens of empty warnings. That way a red report really means something is wrong.

Live or in preparation

Every property has the switch "This property is live" in the Ready to go live? card on the Overview tab, the first tab of the property settings. Switch it on as soon as the property really rents to guests. You can switch it on while points are still open: the card then says how many red points remain, it never blocks you. The chip next to the property name reads Live or In preparation, and the property list shows live and in preparation.

The switch determines how strictly the automatic quality control watches: live properties are fully checked on prices, costs and emails, while properties in preparation may still be incomplete without raising false alarms.

A property that is not live takes no enquiries. The booking widget of a property in preparation does not load (the guest sees Couldn't load availability., as for a property that does not exist), the widget shows no price, and a request sent anyway is refused: no booking card, no email, no contact. The public availability only gives the booked dates, without name, prices or extras. Your own calendar and the board in the portal keep working. Switch the property to live when it really rents to guests.

Prices

Pricing model

On the Prices tab the first card, How do you charge?, offers Fixed weekly rate per season or Per night or per period (the flexible pricing model: a price per free-form period, per night or per week, optionally per group size via Occupancy tiers, with weekend prices and the Long-stay discount). You only see the model you use; switching back asks for confirmation. As soon as one period exists, the property prices per period: the weekly rates are kept but no longer apply. The Minimum number of nights sits outside both models because it applies to both.

In the flexible model the Long-stay discount has its own ? next to its heading: it explains that the discount is put on a request automatically, which step is used and where it shows. A new row (+ Period or + Step) that you have only half filled in stays on the screen when you add another row, remove a different row, change the occupancy tiers or set a price in the price calendar, so nothing you typed disappears. Save does not store a half-filled period: the portal says Not complete: a year or period without a valid date is not saved. and the row stays.

Season periods

In the card Weekly rates and seasons every season is one row with its weekly price and its periods; together they determine which weekly price applies to which date. You set them as dd-mm, for example 05-07 → 05-09 for the peak season. Dates outside every period fall back to the default season. A period may run across the turn of the year (for example 20-12 → 05-01).

Release booking years

The card Release booking years (Prices tab, under Availability): per year you specify from when it is opened for bookings, and optionally its own season periods for that year (empty = the pattern above). As long as a year is not opened, it is closed everywhere: the booking calendar shows it as blocked, the iCal feed blocks it for partners reading that feed, and OpenGDS gets zero availability. Even an enquiry sent directly to the API is rejected. Leave the date empty to open a year immediately.

Do not confuse this with a closure. They are two different questions:

When may a guest stay? → record a blocked period (for example closed until the property opens).
From when may people book that year? → that is this opening date, in other words your sales window.

An opening date should therefore almost always be before 1 January of that year: "2028 goes on sale in September 2026". If you enter a date that falls within the year itself, that whole year, including the high season, can only be sold once it has already started. The portal now warns you about that, and the quality control reports it too.

Not asking a security deposit

Set the security deposit (the Deposit field with the unit € in the Payment card on the Contract & payment tab) to 0 if a property asks no security deposit. The contract then states that no deposit is asked and that damage or breakage established after departure will still be charged at the repair or replacement cost. No deposit does not mean damage is at the owner's expense. If you do enter an amount, the usual text with amount and refund term appears. This carries through everywhere: the deposit request and confirmation email no longer go out, the contract states that no deposit is asked, the deposit disappears from the amounts in the guest emails, the welcome email and the paid-in-full email no longer say that a deposit is returned, and the Deposit received checkbox disappears from the booking card.

Fixed closures

On the Prices tab, in the Availability card, you find Fixed closures: periods in which the property is not rented at all, renovation, own use, or a property not yet opened. Enter a start and end date plus a short reason; the end date is the day the property becomes available again.

Such a period is closed everywhere: not bookable in the calendar and the booking widget, blocked in the iCal feed (with the reason attached, so you can see in your calendar why), and set to zero availability at OpenGDS. For a connected property this goes out immediately on save.

Difference with Release booking years: a closure is "the property is unavailable during this period", an opening date is "this year may only be sold from this date". If a property is closed until some point in the future, use a closure.

Which contract does a property use?

The Contract card on the Contract & payment tab asks Which contract does this property use?: Platform standard contract or Custom contract (own terms). The choice is only yours once the custom contract has been allowed for the property (the Own rental contract premium card; until then the card shows the standard contract). If you temporarily choose the standard, any custom terms you entered are preserved. They are just not sent. The property list shows which variant applies when it is a custom one.

Custom general terms are entered in the card Own general terms as articles with a heading (e.g. PAYMENT) and a text, per language separately. Leave a language empty and the contract uses our standard text there. This is a legal document: always have a custom text reviewed by the owner.

The cancellation terms are set on that same tab, in the card Cancellation conditions, as steps: from so many days before arrival, this percentage of the stay remains due. That scale appears verbatim in the contract and drives the calculation in the cancellation email, so the two can never contradict each other. The deposit term (Deposit returned within … days after departure) sits in the Payment card above it.

Viewing your contract

On the Contract & payment tab, in the Contract card, choose a language and click Download contract (PDF): you get the contract that guests of this property receive, as an empty template. Guest name, dates and amounts stay open (dotted lines); everything that comes from the property settings (landlord, address, bank details, security deposit, final cleaning, tourist tax, down payment percentage and balance term) appears exactly as it will be sent with a real booking. If you have just changed something, save the property first. Without access to the bank details, the sample shows them hidden (see Bank details).

Want to use a different contract? You cannot do that yourself: the contract text is legally fixed in the platform. Ask a question via 💬 Support in the left menu (see Support). We will then set it up for that property.

Mind the fields Landlord (name), Landlord (address), Account holder, IBAN and BIC in the card Landlord and bank account: they appear verbatim in the contract and in the payment instruction of the guest emails. If a placeholder value is still there, the quality control reports it as an error as soon as the property is live.

Bank details: hidden by default, and every change is reported

An IBAN is the classic target for fraud: change the account number on a payment request and the money goes somewhere else. That is why Villantis hides it, shows it only to those who need it, and tells the owner whenever it changes.

Hidden by default. The IBAN shows only its first two and last four characters, for example NL•• •••• •••• ••43 00, in the card Landlord and bank account (tab Contract & payment) and, for agents, in the Invoice details of the profile. Click Show to read the whole number (the button then reads Hide), or Change to type a new one. Save without touching it and nothing changes. A value that does not look like an IBAN (a placeholder, say) is shown as it is, so the quality control message about it stays readable.
Who sees and changes the bank details of a property: the owner, an agent on a property without an owner account, and an agent with the switch can manage all settings (that switch now includes the bank details). Another agent sees You don't have access to the bank details of this property. instead of the card, and no Log card. Villantis Support never changes them, and does not see them with ordinary support access either; it sees The bank details of a property are always hidden from Villantis Support. The one exception is emergency access, which shows them to Villantis (view only) for 4 hours, with the owner told at once.
What others see in a preview. Whoever has no access to the bank details also gets them hidden in the preview of an email, in a sent email they open on the card and in the sample contract: the IBAN as above, and BIC, account holder, landlord name and landlord address as ••••. They cannot run Check sample contract and emails either. What the guest receives is never affected, emails and contract always carry the complete details.
Drafts in manual mode. If someone without access edits a draft in manual sending mode, the draft contains the hidden IBAN; when it is sent, the platform puts the real IBAN back. If the hidden IBAN was damaged during editing, the draft is not sent and the card says This draft contains a masked IBAN that no longer matches and was not sent. Restore the original and edit again. The platform then fills in the correct IBAN.
A notification for every change. Change the IBAN, BIC or account holder of a property and an email goes out from notifications [at] villantis.com, to the address that applied before the change (Owner e-mail, otherwise Sender e-mail, otherwise the owner's account), even if the owner made the change. It lists what changed, who did it and when, and shows only the last four characters, old → new. If the person who made the change is the recipient themselves, or the property has no owner account, Villantis Support gets a copy. A reply goes to Villantis Support. Don't recognise a change? Answer straight away.
A change of an agent's invoice IBAN or BIC (commissions are paid to it) goes to the agent and to Villantis Support in the same way, and appears in the Log in the agent's profile. Owners no longer see an agent's invoice details in the agents list; the owner sees the IBAN on the commission invoice itself.
The Log. On a property it is the card Log on the Administration tab, newest first, one line per field (for example iban …4300 → …1643) with the date, who and their role; before the first change it reads No changes yet. Only whoever may see the bank details sees it.

Tourist tax included

If a property charges no separate tourist tax but includes it in the rental price, choose the option included under Tourist tax → How (Costs & extras tab). Nothing is then calculated separately, the sentence "plus the tourist tax" disappears from the balance email, and the contract states that the tax is included in the rental price. This previously only worked with the flexible pricing model; with fixed weekly prices the tax was calculated anyway.

On the booking screen, in the card Price, the line Tourist tax: included in the rent now stands in the list of costs, so the total Total (incl. tourist tax) is not a riddle. The line has no amount and no switch, and it changes nothing in the total. It is on the booking screen and in the price estimate of the booking widget; the emails, the contract and the guest's page stay as they were. A channel booking has no cost lines, so no such line either.

When does each email go out?

The card When does each email go out? on the Guest contact tab shows every moment on one timeline, from top to bottom in the order the guest receives them. Days before arrival work backwards: a larger number is earlier.

Offer sent: the starting point.
Down payment due (days after the offer), how many days the guest has to transfer the down payment (default 7). That date appears in the offer ("transfer the down payment of 30 % (€ 675) before 20 August"), and if the date passes without the money coming in on a confirmed booking, the card on the board gets ⏳ down payment overdue (see When is a down payment overdue?). It is never set later than the balance date or the day before arrival. The down payment has no email of its own.
Request the balance (days before arrival). When the balance reminder goes out, and until when the guest may pay (default 56 days = 8 weeks).
Request the security deposit (days before arrival). When the security deposit request goes out (default 14).
Welcome information (days before arrival). When the practical arrival information goes out (default 7).
Ask for a review: an on/off switch (off by default) plus the number of days after departure (default 7); only when reviews are on for the property or the booking. Note: this counts after departure, the others before arrival.

If the order does not make sense (for example the deposit request before the balance) the same warning appears under the timeline, on the Overview and in the nightly quality control. For a property with an own email flow (premium), a moment that the flow decides itself shows the flow's number of days instead of the field ("follows the own e-mail flow: n days before arrival"); change it under Emails. The check on the order of the moments is not applied to such a property.

The deadline for the security deposit shifts with the moment you ask for it: normally a week before arrival, and if you ask later than that, the guest keeps two days to transfer. The contract states exactly the same term.

What you find where: Guest contact = when we send the guest something. Contract & payment = the amounts (the down payment percentage and the security deposit) and the terms the guest is held to and that appear verbatim in the document (cancellation conditions, deposit back within … days after departure). The two tabs point to each other. The balance term belongs to both: you set it on the timeline, and it is also the payment date in the contract and in the offer.

These dates also appear in the guest emails themselves: "we will send the practical arrival information around 27 February 2027" instead of the vague "shortly before your stay". And in the Emails overview each email shows the real number of days for the selected property.

Who emails whom

Every email the platform sends comes from one of three Villantis addresses, depending on who it is for:

Guest emails: everything the guest receives (confirmation of the enquiry, offer, payment requests, welcome info, contract, …), come from bookings [at] villantis.com. The name the guest sees is <property name> via Villantis; the property name is the one under Sender name (the property name itself if that is empty).
Notifications to you or your agent: a new enquiry, a double booking, a pet request, extras, a cancellation request, a message from the guest, the decision on an agent's commission (with the page behind its link), the reminders for costs and agreements, a change of bank details, a change of owner or an agent being unlinked, and support access and emergency access, are always in English, whatever language the guest speaks or you use the portal in; the guest's own emails stay in the guest's language. They come from notifications [at] villantis.com, with the property name in the sender name. In the subject of a new enquiry, extras, a cancellation request, a message from the guest and a file from the guest, the guest is named by first name and the initial of the last name (for example Anna V.) together with the booking number. The full name is in the email itself. This is also the case for a property with its own sender domain. A reply to a notification reaches Villantis Support (support [at] villantis.com); only a reply to the notification of a new enquiry goes straight to the guest.
Support tickets: from and to support [at] villantis.com, see Support & feedback.

With Own sender domain premium, once the domain is verified, guest emails stay exactly as you set them up: they come from your own address and carry just the property name, without "via Villantis". As long as the domain is not verified, guest emails go out from the Villantis address above.

Where does a guest's reply go?

A guest who hits Reply reaches whoever handles the booking. The reply goes to the first address found in this order:

the agent who manages the booking: the agent the booking is assigned to, as long as that agent still has the property. An agent who has been removed from the property, or who has only been invited, does not count;
the agent set under Agent handles everything for the property, if there is one (see One agent handles everything);
the address under Owner's email address;
otherwise the address under Sender email address (both in the Sender card on the Guest contact tab; an address of Villantis itself does not count);
otherwise the email address of the owner's portal account;
otherwise the managing agent, only on a property without an owner account that has exactly one agent with commission terms;
otherwise Villantis Support (support [at] villantis.com), so a reply never disappears.

A new enquiry that ends up at Villantis Support (step 5) comes without the guest's details: only the property, the booking number, the dates and the number of guests. Replies go to Support, not to the guest. The details are in the email only while Support has support access to that property.

If your own sender address is the address that is found, no separate reply address is needed: the reply simply comes back to you. The same order decides who receives the notifications above. A notification about a booking that an agent manages goes to that agent first: a new enquiry that came in through the agent's own booking link, a pet request, an extras request, a cancellation request, a message from the guest and a double-booking alert (for a double booking, to the agent of each booking that overlaps). If the agent has been removed from the property, he gets nothing and the notification follows the rest of the order. Two things stay with the owner: the decision about an agent's commission (an agent never gets the question about his own commission) and the reminders for costs and agreements, which only go to Owner's email address or Sender email address.

The address from this order (steps 1 to 5) also appears at the bottom of the email under "Questions? Just reply to this email, or write to us at …", for a booking an agent manages, that is the agent's address. If the reply would go to Villantis Support, the footer names no address and only "reply to this email" remains. Villantis never sends a notification to a no-reply address. If none of the addresses 1 to 4 is filled in, the quality check warns that replies go to Villantis Support: fill in Owner's email address or Sender email address.

Delivery problems (an address that bounces, a spam complaint, a rejected or delayed email) are tracked per kind of email (guest emails or notifications). A spam complaint from an owner no longer blocks all of that owner's notifications; only a hard bounce does.

What the guest sees in the emails

Three switches decide this per property: Personal booking page ("My booking") and Let the guest fill in their own address (Guest contact tab, card What the guest can do themselves) and Offer extras in the guest e-mails (Costs & extras tab). See My booking (guest page).

Pets

On the Costs & extras tab, in the Additional costs table, the row Pets has a How choice: none, on request or allowed. The guest gets the question both in the booking form and on their details page, with the surcharge shown.

allowed: approved immediately, the surcharge counts in the amounts straight away;
on request: it becomes a request. You get an email and a Slack alert about it, see it on the card with Confirm / Decline, and the surcharge only counts once you confirm. The guest sees the status on their details page, and gets a short email with your decision: on confirmation that the dog is welcome and how the surcharge is settled, on decline that it will not work for this stay. Both appear in the Emails overview;
none: the question is not asked and nothing is charged.

If a guest travels without a dog, nothing is charged, of course.

Additional costs

On the Costs & extras tab the card Additional costs is one table (Cost item · How · Amount · Payment) with final cleaning, linen, mid-stay cleaning, pool heating, pets and EV charging point; tourist tax has its own card below it. Every cost has a Payment choice: on invoice (in the amount to transfer) or on site (cash to the property manager). The quote splits this out neatly into a cost table and a block "To pay on site".

The final cleaning follows that same choice, for every property, whether it uses fixed weekly prices or the flexible pricing model: with on site it sits under "To pay on site" and stays out of the transfer amount, with on invoice it is counted in the total. The contract adopts that wording automatically. If you have not made a choice yet, the default is on site with fixed weekly prices and on invoice with the flexible pricing model.

With EV charging point you charge electricity for an electric car, per week or per stay. If you do not want to charge it by default but let the guest choose, set it up as a bookable extra under Extras.

Does a property charge something there is no field for? Under Own cost items (+ Own cost item) you name it yourself (Dutch, with the English and French names folded away), with amount, calculation method (per stay / week / night / person / adult) and payment method. Own items behave exactly like the fixed ones: cost table in the guest emails, counted in the transfer total with "on invoice", and visible in the contract. Per booking you can switch any of these costs off again, see What you charge.

For mid-stay cleaning you can use mandatory from … nights (in the How column) to determine when the cost is applied automatically: leave it empty to charge it for every stay, or enter e.g. 14 so the mid-stay cleaning only appears on the quote and in the offer email for longer stays. Don't want a mandatory mid-stay cleaning but do want to offer it optionally? Leave the amount empty and add it as a bookable Extra.

Costs and agreements

On the Administration tab, one list holds everything the house costs and everything you have agreed with others (electricity, the pool man, the building insurance, the rented garage) so you never enter the same policy twice. Every line has a type (electricity, water, gas, concierge, pool maintenance, gardener, internet / TV, cleaning, insurance, taxes, maintenance, rent, other), a description, an optional amount, a term and, if you like, an attachment.

With an amount the line is an operating cost for the reporting: then also How often, Allocate (pro rata occupancy / in full / per booking), From (month) and From (year). Together they are the first month the cost counts: a cost that starts in November 2026 counts nothing before that month in the reports. A line saved before this field existed counts from January of its From year, as it always did; a new line starts in the current month. For a one-off cost the same field is called Purchase month. When a cost stops is set by its term only; a cost line saved earlier with an end year opens as Ends on 31 December of that year, and the reports stay the same. An attachment belongs to that line and takes its type, description and term from it. A line holds one attachment at most: to replace it, remove the old one first and add the new one. A second attachment on the same line is refused, and that save leaves the attachments as they were. An amount of 0 still counts as a cost line.
Without an amount the line is an agreement or policy with its own type, description and term, with or without a file. You can save an agreement without a file and add the file later with Add file. Clear the amount of a cost line and it becomes an agreement with the same file; enter an amount on an agreement and it becomes a cost line with that file attached.
Term: Ongoing; Ends on a date (the Overview and the nightly check warn from 30 days before until 30 days after that date, then stay quiet; for a cost line the reports count it up to and including the month of that date); or Renews every year on a day and month, with an optional notice period in days (the last day to cancel is the day before the notice period starts, renews on 1 December with 30 days' notice: cancel by 31 October; without a notice period, the day before the renewal; the warning starts 30 days before that last day and moves on to the next year once the renewal date has passed). The nightly report to the platform names only the type and the date, never your description.
Reminder email: for every line with a term, the owner gets an email 30 days and again 10 days before the last day to cancel (Renews every year) or before the end date (Ends on), in English, like every notification (see Who emails whom), sent in the morning run at 07:00. Everything that is due on the same day for a property arrives in one email, with a line per agreement naming the description, the date and the number of days left; never an amount. It goes to the property's Owner's email address, or the Sender email address if that is empty, never to an agent; without a valid address no reminder is sent (the property check already warns about the missing address). Only live properties get reminders, not archived ones. Each reminder is sent once per line, per date and per threshold: saving the property again does not send it twice, a line added with 10 days or less left gets only the 10-day reminder, and a failed send is retried the next morning, up to 3 days after the date (the email then says yesterday or 2 days ago instead of a number of days left). It comes from the notifications address (see Who emails whom), and replying to it reaches Villantis Support. Once a yearly renewal has passed, the next year's date brings new reminders.
Attachments: PDF or image, at most 10 MB, stored privately; an upload only becomes part of the property when you press Save (Undo removes it again), every new file is scanned for viruses first and can be downloaded after a clean scan (see Documents and the virus scan), Download gives a link that works for two minutes, photos and PDFs can also be looked at without downloading (Open or the preview, see Viewing a document without downloading it), and a deleted file can be recovered for 180 days. The owner, an agent who "may manage all settings" and an agent on a property without an owner see the attachments and the agreements without an amount. Villantis platform administrators see them only with support access to that property, except on a property that Villantis manages itself (no owner and no linked agent), where it sees and manages them without. Other agents see and edit the cost lines only; they cannot delete a cost line that has an attachment (it stays, and the portal tells them so). Guests never see any of it.

One-off costs (furnishing, installing air conditioning): choose one-off under How often, then the purchase month, the purchase year and Write off over (years), whole years from 0 to 30. The reports spread the amount evenly over that many months (years × 12) from the purchase month and stop after that; 0 years puts the whole amount in the purchase month. Loose cents go to the first months, so the months add up to exactly the purchase amount. A one-off cost is attributed in full by default; pro rata occupancy is still possible (a month without rentals then counts for less and the total stays below the purchase amount), per booking is not. This is a management view for your own overview, not a depreciation for tax purposes.

A new amount from a month (indexation, a new tariff): the Amount of a saved cost line always shows the amount that applies now. Change it and the line asks, right there in the row, what you mean: New amount applies from a month (by default the month of the next renewal date if the term renews every year, otherwise the current month) or This was a correction, which only changes the amount that applies now and adds no new step. Under the line a short summary shows every amount with its period, for example € 480 until Nov 2026 · € 495 from Dec 2026; earlier steps cannot be edited, the last one can be removed with ✕. The reports calculate every month with the amount that applied in that month, so earlier months and years stay exactly as they were. If you change How often on a line with steps, the steps stay and the row warns you to check them; a one-off cost has no steps (they are dropped when you save it as one-off). A step in or before the From month simply becomes the starting amount, and a step after the last month the cost counts is dropped. A line can have at most 20 steps.

Price calendar

For properties on the flexible pricing model (nightly or weekly prices per period, typical for apartments), the 📅 Price calendar button next to the period rows opens a year grid: every day shows its price per night (weekly-priced properties are converted ×7 on save, /7 on display), gaps show a red dash (an enquiry would get € 0 there), closed days are hatched, school holidays carry a ▾ marker with the details in the tooltip, and equal prices read as coloured bands. Click a start day and an end day, then:

Set or clear a price: per occupancy tier if you use tiers, with the weekly total computed live. By default you edit the yearly pattern (dd-mm periods that repeat every year, the safety net that keeps a price from ever expiring). Tick "only year" to store a year-specific exception instead (a trade-fair week, one odd November weekend): it overrides the pattern for those dates and expires by itself.
Weekend rate: an optional Friday/Saturday-night price per period (nightly prices only). The engine, the offer and OpenGDS all count it per night.
Close or reopen dates: writes the property's fixed closures, the same ones the availability, widget and iCal already honour.

Fixed-weekly-price properties (the four seasons on the Prices tab) get the calendar too: it shows the real engine prices per night read-only, including per-year season overrides, and closures can still be set and lifted; the prices themselves are changed where that model lives. Everything lands in the period rows and closures in the drawer: one save, one source of truth. A range across New Year is simply one period. The calendar writes exactly what the price engine reads, guarded by an automatic parity test. There is also a long-stay discount ladder (e.g. ≥ 7 nights −10%): it is applied automatically as the booking's discount on new enquiries (a personal returning-guest offer takes precedence) and shown on the rates block.

Extras & people on site

Bookable extras

On the Costs & extras tab, the card Extras (add-on for longer stays) lists the services the guest can add (mid-stay cleaning, towel change, EV charger, …), each with a Description, Price, From (nights), Per (stay, week, night or person) and Payment (cash on site or on the invoice). At, say, € 50 per week, a guest staying three weeks sees € 150, with "€ 50 per week" underneath.

Extras are offered already in the booking form as soon as the guest has chosen their dates: the price calculates live with the number of nights and guests. If they tick something, it is on the booking immediately. It can still be changed later via their own extras page in the offer.

A description in English and French. Next to the Description of an extra there is a button + EN/FR. It opens two more fields, description (EN) and description (FR). What you type in Description is the Dutch text. A guest sees the extra in the language of their booking: in the offer, the extras email, the booking page, the booking widget and the rates block. A field you leave empty falls back on the Dutch description, also for English and French guests (the empty field shows it as a grey hint). Once a language is filled in, the button reads EN · FR. Notifications to you stay in English.

Torn between a cost item and an extra? A cost item is always charged (final cleaning, linen); an extra offers the guest a choice and is only charged when they tick it. Something like an EV charger therefore belongs with the extras.

Furthermore: they are offered automatically in the offer and in a separate "Extras" email, and the guest picks them on their booking page.

Chosen extras come back in the email in one way: on invoice they appear with name and amount in the cost table (so "EV Charging € 50", not a vague line "Extras"), on site they appear in the block with what the guest settles on arrival.

What is already on the booking is not offered again: if you recorded the EV charger with "+ Booking", it sits in the offer's cost table and disappears from the "would you like to add something?" block. If nothing is left to choose, that block disappears entirely. As does the separate extras email.

The confirmation "we have noted your choice" only goes out after the offer has been sent. If the guest chooses at enquiry time, or you record it yourself, the extras simply appear in the offer: a confirmation beforehand would confirm something they have not yet asked for.

People on site

On the Guest contact tab the card People on site holds the contact persons of the property: gardener, pool maintenance, cleaning, laundry / linen, Concierge / key management, handyman, manager and more. Per person you enter the role, name and phone; a fold-out More adds email, working days, a price arrangement and a note. The price arrangement is for your own overview and never goes into a guest email. With the switch Show in welcome email the person appears in the welcome email in the block "During your stay"; your concierge is introduced there with "You can turn to:". An old Concierge text that has not been moved yet is flagged on the Overview.

Emails flows & texts · premium

One place for all your guest emails: view the full communication flow, adjust texts, and (premium) decide the order and content yourself.

The Emails page in the menu shows the standard flow across all swimlanes, which email (offer, contract, down payment, balance reminder, welcome, deposit, deposit returned, cancellation, …) goes out at which moment. Click an email to view a preview. Owners/platform can adjust the intro and outro text per property on the marked emails (the ✎ button), just as before under Templates.

Emails that are ready at the same time go together

At one moment several emails can be due, at Confirmed, for example, the down payment, the contract and the deposit request. Those become one email: one greeting, the parts one below the other with a divider in between, one sign-off, and the contract as an attachment. That way your guest gets one clear message instead of three at once.

You can see it in the overview: the emails in question get a 🔗 and below the swimlane it says "These go together as one email". The subject is that of the part the guest has to act on, taken in this order: the contract, the balance request, the deposit request, the offer and the welcome email, then any other part. The first of these that has a subject names the whole email, so a message with the contract in it is named after the contract, and it is never just the property's name. An email of your own without a subject is skipped for the next part. The preview in the overview shows the same subject as the email that is sent.

Each part is ticked off separately, so nothing goes out twice. In the booking's communication history you see the individual types listed with the note sent bundled.

The emails tied to a checkbox (deposit received, pet confirmed or declined, signed contract received) join in too: if they fall in the same round, they are in the same message. When only one of them is ready, it simply goes out on its own. Signed contract received becomes ready after the signed contract has passed the virus scan.

When does it go out? Not immediately. A guest email only leaves once you have not changed the booking for a few minutes, so that several actions in a row end up in one message. That also gives you a correction window: if you spot something wrong within that time, the guest has not received anything yet.

Want to see what such a combined message looks like? In the swimlane, click view preview next to the 🔗. You get the email exactly as the guest would receive it if those parts coincide, with the headings and the amounts of the selected property.

When do they go separately after all?

The 🔗 in the swimlane does not mean those emails always leave together. They are bundled when they go out at the same moment. Anything that only becomes due later simply becomes its own message. In practice:

Together: you drag a card to Confirmed, tick off the down payment and upload the signed contract, all within a few minutes. That becomes one email.
Separate: you only tick off the deposit the next day. The first email is long gone by then, so the deposit confirmation goes as its own message.
Separate: the balance reminder, the deposit request and the welcome info hang on a date (so many weeks/days before arrival). Those almost never coincide with anything else and therefore usually go separately.
Always separate: an email you have set to send separately (✂️) in the flow.

The rule of thumb: everything that is ready within the same quiet period goes together; whatever becomes due afterwards follows separately.

Must one stay separate after all? Set it to send separately in the flow editor with the 🔗/✂️ button on the card. That email then goes as its own message; the rest stays bundled. The setting stays when you save the email in the editor.

Manual sending mode

In the card Sending emails on the Guest contact tab you choose who pulls the trigger. Automatic (default, recommended) sends every guest email at the right moment. Manual sends nothing by itself. Every email, including the acknowledgement, waits fully prepared as a draft on the booking card. You can edit the text and subject right inside the real email (the frame and booking-page link stay fixed), save the draft, restore the original, and send when it reads like you. The board shows ✉ while drafts are waiting, a draft goes stale when the booking changes after editing (the card warns and the server refuses to send it until you check it), and the nightly quality control warns when a guest is left waiting too long. Don't want to send a particular email at all? Skip it on the card. It stops counting in the badge and the checks (and stays skipped even if the property returns to automatic); you can always restore it. Sent emails are listed on the card with date and are clickable. You see the exact version that was sent (archived at send time), not a reconstruction. On the owner's week overview a booking with waiting drafts shows a ✉ chip, so the phone view also tells you when action is needed. Someone without access to the property's bank details sees the IBAN hidden in a draft; see Bank details. Only someone who may see the guest details of a booking can open its emails, save a draft or send one; see Who sees guest details.

Links in a draft always use https. When you save a draft or send it, a link address that starts with http:// or a bare www. is changed to https://, and the message afterwards says how many were changed, for example 2 links converted to https. An email link (mailto:) stays as it is, and the address of a link that is not a web or email address (for example one starting with javascript:) is removed, leaving the text. An image is only kept when it was added with Insert image (see Images in emails) or is the property's own logo; any other image loses its address and with it the picture. The draft is cleaned as well: only the formatting the emails themselves use (text styling, line breaks, lists, tables, links and images) is kept, and everything else (scripts, forms, embedded frames) is removed when the draft is saved, opened or sent. The editing window itself is isolated from the portal.

Images in emails

There are three places where you can put an image in a guest email. All three work the same way: you choose a PNG or JPEG, Villantis shrinks it in your browser (to at most 1200 pixels wide, at most 250 KB and 2000 × 1000 pixels), stores it on villantis.com and uses that copy in the email. The image is public through its link, so do not put codes or passwords on it; the portal says so each time. The images of one property are kept apart from other properties, and a person can upload at most 30 an hour per property. A file that is too big or not a PNG or JPEG gives The image is too large: at most 250 KB and 2000 × 1000 pixels. or The image must be a PNG or JPEG.

In a draft. In manual sending mode, open the email on the booking card and press Insert image (next to Restore original). The image goes in at the cursor, or at the end of the text when the cursor is not in the text. It is saved with the draft: press Save draft or Send.
With a reply. On the Messages tab of a booking, under Reply to the guest, press Add image. A small tile shows it, and the ✕ on the tile takes it away. The image goes below your reply in the email, and belongs to the reply you save now: every saved reply replaces the images, and a reply without images has none. You can add up to 4.
Arrival photos. On the The house tab, below Basic details, the block Arrival photos (For example where the key box is or which gate to open.): press Add photo, optionally type a Caption (optional), and press Save on the property. You can add up to 4. The welcome email shows them under the address and the arrival times, each with its caption under it. They are not in other emails. The block appears once the property exists, not while you create it, and whoever may change the address and arrival times of the property can change the photos.

Premium: your own flow + your own texts

With premium you click ＋ New flow and then ✎ Edit. Now you can:

Move emails across the swimlanes and set per email when it goes out, on entering the lane or a number of days before arrival (the ⚙ button). That way you can, for example, send the contract before the down payment.
Adjust all texts: click an email → the block editor. The starting point is literally the current email text (per language NL/EN/FR), cut into text blocks that you edit freely, including the salutation and sign-off. All values sit as inline variables in the middle of the text, so you write the surrounding text yourself and the value is always correct: {voornaam}, {aankomst}, {vertrek}, {aanbetaling}, {saldo}, {iban}, {kenmerk}, {borgbedrag}, {adres}, {beheerder}, … Panels with fixed text (e.g. the deposit/payment block and the arrival info) come in as a normal editable framed block, with the amounts as inline variables, so you edit that text freely. Truly data-driven tables (the cost table with the booking lines, the list of service providers, the payment button) remain a block token, e.g. {kostentabel}, because the lines and amounts come from the booking; you put free text around them. Order everything with ▲▼, and use Insert to paste a variable or block into your text block. Use framed to put a text block in a styled panel (with an optional frame title), handy to make, say, the payment details (IBAN + reference) stand out separately.
Create a completely new email (＋ Create new email): its own name, subject and blocks, linked to a swimlane.
Contract as attachment: the email editor has the checkbox 📎 Attach contract PDF. Turn it on for your own email (or for a customised standard email) and the contract goes along as a PDF, handy if, for example, you want to send your own email before the down payment with the contract included. For the fixed contract email this happens automatically anyway.
Drag & order: drag email cards to another swimlane or in front of another card to change the sending order.
Mute (🔈): want to (temporarily) not send an email but keep it in the flow? Mute it: it stays visible (grey) but is skipped. Also works for the event emails (auto-reply, deposit paid, contract received).
Live preview: click Preview and the preview appears on the right next to the editor. It refreshes automatically as you type, so you see immediately what the email looks like.

Variables you can insert

In a text block you place values (inline, with the real data filled in) or blocks (tables/panels filled per booking). Use the Insert button or the overview ⓘ Which variables can I use? in the editor.

Values (inline): {voornaam} guest first name · {pand} property name · {aankomst} / {vertrek} dates · {nachten} number of nights · {ref}/{kenmerk} booking reference · {bedrag} total amount · {aanbetaling} · {saldo} · {vervaldatum} · {borgbedrag} · {borgdatum} · {welkomdatum} · {iban} · {adres} · {checkin} check-in/-out times · {beheerder}.

Blocks (filled per booking): {kostentabel} cost lines + total · {terplaatseblok} to pay in cash on site (empty if there is nothing; in your own enquiry confirmation see below) · {gegevensblok} button to fill in address details · {dienstverlenersblok} service providers around the house · {stappenblok} numbered steps. The preview shows demo data for these blocks, so you can see what they look like, even if your test property does not have them (yet).

The enquiry confirmation starts with {aanvraaggegevens}, the request details of the guest, which also lists what is paid on site when there is something. If you add {terplaatseblok} to your own confirmation, the on-site lines show there, with the same lines as in the standard confirmation, and once: {aanvraaggegevens} then leaves them out. Before, {terplaatseblok} stayed empty in an enquiry confirmation.

A flow is a reusable template: build it once and link it at the bottom under Linked to properties, per property, or in one click to all your premium properties at once. Properties without their own flow keep running the standard flow with the standard texts.

The fixed conditions always keep applying: the contract only goes out once the address details are complete, date-driven emails stay tied to the arrival date, and shadow bookings never send emails. Unmodified emails run the standard text unchanged. Premium is activated per property by the platform (property settings → Guest contact tab → Own e-mail flow).

Agents owner / platform

Create agents and link them to properties. An owner sees their own properties; a platform administrator sees all. You can invite an agent to a property, email an agent a password reset code, and (platform) create accounts with an owner or platform role, see Accounts: invitation, first sign-in and password reset.

Accounts: invitation, first sign-in and password reset

Nobody (not the person who creates an account, not Villantis) ever sees anyone's password. Passwords travel only by email to the user, and the user always chooses their own.

Creating an account. Under Agents click + New agent, fill in Email (login) and Name (the platform also picks a Role: Agent, Owner or Platform) and click Create. The portal says Agent created: invitation emailed to. The new user receives an email from Villantis, in Villantis' style, with their email address and a temporary password. The email is in Dutch, English or French, following the language of the portal of the person who created the account. It also carries the tip to turn on two-step verification (see Signing in).
First sign-in. The user signs in at my.villantis.com with the temporary password. The portal then says You signed in with the temporary password from your invitation. Now choose your own password. The user types a New password and clicks Set password, and is in. The requirements are shown while typing. The temporary password is valid for 7 days; if it has expired, click Email reset code on that user (see below), which sends the invitation again.
Resetting a password. If someone is locked out, open the user under Agents and click Email reset code (the platform for everyone; an owner for the agents they created). The user receives an email with a code, valid for 1 hour, in the same style and in nl / en / fr. They go to my.villantis.com, enter their email address, click Forgot password?, enter the code and choose a new password. The portal confirms with Reset code emailed to …, the user chooses a new password via ‘Forgot password?’. For a user who has never signed in, the button sends the invitation again instead.
Choosing a password. A password has at least 12 characters, an uppercase letter, a lowercase letter and a number; a symbol is not required. Below the field the requirements stand as a list (At least 12 characters, An uppercase letter, A lowercase letter, A number) and each one gets a tick as soon as your password meets it. The button (Set password, or Change password in your profile) only turns on when all of them are ticked, and in the profile also when Both passwords match (the field Repeat new password). It is the same on all three places where you choose a password: the first sign-in, Forgot password? and your profile. If the server still refuses a password, the message says This password does not meet the requirements followed by the list, in the language of the portal.
Forgot it yourself? The same route without anyone's help: Forgot password? on the sign-in page, in the language you have selected there.
Don't recognise an email? Each of these emails ends with Don't recognise this? Simply reply to this email and we'll look into it with you.

Linking an agent to a property

In the Agents and commission card on the property's Administration tab the owner (or platform) switches an agent on for the property, or types the email address of an existing agent and clicks Invite (an open invitation can be withdrawn with Withdraw). Per agent there are three switches and two buttons: can edit all bookings (all bookings of this property, not only the agent's own), can manage all settings (see below) and can delete (delete contacts of this property, and delete the bookings this agent may also edit, deleting a booking removes its documents, sent emails and messages too); 💶 commission… opens the commission agreement and 🔗 booking link copies the agent's personal booking link. These take effect immediately; the rest of the form stays as it is.

What Villantis Support may do here. On a property with an owner, the owner invites and decides: the platform cannot link or invite an agent and cannot give an agent rights (can edit all bookings, can manage all settings, can delete): the portal says This property has an owner: only the owner can invite an agent. or … only the owner can give an agent these rights. Not even with support access. On a property without an owner but with an agent, the platform can only invite: the agent has to accept (This property already has an agent: link through an invitation the agent accepts.). Only on a property with neither an owner nor an agent can the platform link an agent directly; that is written to the property's log. Taking an agent off a property is something the platform can only do with Assist or emergency access, and the agent then receives an email saying that Villantis Support unlinked the account, who did it and when. Withdrawing an invitation follows the same rule: without Assist or emergency access the platform cannot withdraw an invitation the owner sent (the server answers that the owner decides, or that the property is read only), and on a read-only property the Withdraw button is greyed out. On a read-only property with an owner, the field for an agent's email address and the Invite button are greyed out as well.

What an agent may change in a property's settings

On a property with an owner, an agent manages the operational side: prices and seasons, release of booking years and fixed closures, costs and extras, the long-stay discount, the email timing (down payment, balance, deposit, welcome, review), how emails are sent, the changeover day, calendar links (Booking.com, Airbnb), the internal note and whether the property is live. The owner keeps the property details, the sender and reply addresses, the bank details, the guest page, the weekly overview, the property site, and the cancellation terms and contract. Fields an agent may not change are greyed out; agents don't see the owner's bank details (see Bank details) or the weekly-overview link.
"Can manage all settings": the owner switches this on per agent. That agent may then also change the property details, guest page, weekly overview, property site, email texts and the cancellation terms and contract, including the bank details (every change to them is reported to the owner, see Bank details), but never the owner's and sender's email addresses, access and commission, or archiving. Those always stay with the owner, so an agent can never decide on their own commission. The switch can edit all bookings is about bookings, not settings.
Costs and agreements: an agent with "can manage all settings" sees and edits the whole list including attachments; other agents see and edit the lines that have an amount, and cannot delete a line that has an attachment. See Costs and agreements.
On a property without an owner account, the agent manages everything except access and commission, including the bank details, the sender and archiving. Villantis Support gets a copy of every bank details notification there.
If a save contains something you may not change (for example because the owner just took a switch away), the rest is saved and a message lists the fields that were not saved.

One agent handles everything

When a rental agent runs a property completely, the owner can switch on Agent handles everything at the top of the Agents and commission card (Administration tab) and choose the agent under Agent who handles everything. The text under the switch says it: All notifications and guest replies go to this agent; you do not receive a copy. That covers the notifications about bookings of the property (a new enquiry, a pet or extras request, a cancellation request, a double-booking alert), the guests' replies to the emails, and the address in the footer of the guest emails, the same places as in Where does a guest's reply go?, where this agent comes right after the agent a booking is assigned to. For a double-booking alert the owner is not told at all: it goes to this agent and to the agents of the bookings that overlap.

Who can choose: only an agent who is linked to the property and has can edit all bookings. The list shows only those agents, and a note under the switch says so. A property without linked agents has nothing to choose.
Who can switch it: the owner. The platform can do it only on a property without an owner account where it may change the property (see Support access), and that is written to the property's log. An agent never can; for an agent the switch is greyed out with Only the owner sets this option.
If the agent drops out: taken off the property, or can edit all bookings withdrawn: the option counts as off: notifications and replies go back to the owner, a warning under the switch says so, and the quality check on the Overview warns as well. Pick another agent or switch the option off.
Stays with the owner: the decision about an agent's commission (on a property without an owner account it follows the agreement, see Agent commission on a cancellation), the reminders for costs and agreements and the notification about a change of bank details.

When the owner or an agent's link changes

Who may see what in a property follows who owns it and which agents are linked. So a change there is never silent.

A new owner. When a property is given to another owner, the previous owner gets an email (in English) with who the owner was, who it is now, who made the change and when. If there was no previous owner, the email goes to Villantis Support. Don't recognise it? Reply straight away.
A record in the property's log. Every change of owner and every change of an agent's can edit all bookings switch is written to the property's log with who made it, when, and the old and new value. This log is kept for Villantis' own checks; it is not shown in the portal.
An agent you unlinked stays in your list. owner When an owner or the platform unlinks an agent from a property, that is written to the property's log, and from then on the owner still sees that agent under Agents, with the property unticked. Invite the agent again with their email address whenever you want. This works for unlinking from 29 October 2026 on: an agent unlinked before that is not recognised.
A guest link is renewed when an agent is unlinked. owner · platform When an agent is unlinked from a property, or removed, every booking of that property that is assigned to this agent gets a new link to its My booking page, so the agent can no longer open it with a link seen earlier. The price: the link in the emails the guest already received stops working. Every email sent after that carries the new link. A line in the property's log says how many bookings were renewed, never the link itself.
Support access ends. Any such change (and linking or unlinking an agent) ends support access and emergency access on that property at once, so access can never be extended by changing who manages the property.

Who sees guest details

A guest's contact details and conversations are personal data, so Villantis shows them only to the people who handle that booking.

Who sees them: the owner, and an agent who may edit that booking, one it is assigned to, or any booking of the property when the agent has can edit all bookings.
What an agent without that right sees: the guest's name, the dates and the amounts. The booking screen shows a notice (Guest details (contact, address, message, documents and emails) are not visible to your role.) and Not visible to your role. in place of the email address, phone, address, messages, documents, the reply field and the sent emails.
Villantis platform administrators do not see guest details either, unless the owner has given support access to that property for a limited time, or Villantis has started 4-hour emergency access, see Support access. Without either they see the guest's name, the dates and the amounts, but the booking is read-only for them: the booking screen shows 🔒 Read only and a change is refused with Read only: ask the owner for support access (Assist). Only on a property without an owner and without a linked agent does Villantis manage the bookings itself. With Assist or emergency access they can make operational changes (the status or the payment ticks, for example, or delete a booking) and each such change is written to the booking's log.
Still visible to everyone who sees the booking: the Do not rent again flag (the reason only for those who may see guest details) and, for a review, the stars and the date; the review text only for those who may see guest details.
Contacts: the address, phone and email of a contact follow the same rule, see Contacts.
Guest emails: an agent without the right can no longer send a guest email or save a draft for that booking, see Manual sending mode.
The private iCal link is only shown to the owner and an agent with can edit all bookings, see Booking widget & links.

Support access: what Villantis Support can do in your property owner · agent

By default Villantis Support can only look at your property, never change it, and sees neither the guests' details nor the bank details. If a question needs more (a booking that does not behave, say) you can let support in for a limited time. You decide, you can end it at any moment, and you see everything support does. For a real emergency Villantis can also start emergency access itself; you are emailed at once.

Without access: support sees the property's settings, the board and the bookings (name, dates, amounts), but not the property attachments (except on a property it manages itself), and changes nothing: the property settings show Read only: ask the owner for support access (Assist)., and a booking shows 🔒 Read only. Skipping a guest email or deleting a contact is not possible either. What stays with Villantis because it is platform-wide: assigning the owner of a property, switching premium options on or off, and managing accounts. On a property with no owner and no linked agent Villantis manages the property itself, because nobody else does.
Where: the property's settings, tab Administration, card Support access. It says Support currently has no access to this property. or shows the level and access until ….
Giving access: choose Level (View only or Assist) and How long (24 hours or 7 days), then click Give access. While access is active the button reads Change access: a new choice starts counting from that moment. It is not added to the old period. Revoke access ends it immediately. These buttons act at once; the property's Save bar is not involved.
The two levels:
- View only: support can view everything about the property, including guest details, and take two small actions: skip a guest email and delete a contact. Both are logged. Nothing else can be changed.
- Assist: the same, and in addition support can change the property's settings, statuses, payment ticks and bookings (including deleting a booking). Every change is logged.
What support never gets, at either level: changing a guest's address, writing a reply to a guest, writing or sending a guest email, and the private iCal link. In the emails and messages support sees, the link to the guest's My booking page is hidden, so the guest page cannot be opened through support access. Support never sees or changes the bank details, only emergency access shows them, view only.
Property attachments (the policies and agreements under Costs and agreements): without support access Villantis does not see them. The exception is a property that Villantis manages itself, with no owner and no linked agent: there it sees and manages the attachments like an owner would, without support access, and also gets the warnings about an attachment that is about to expire. On every other property the following applies. On the Administration tab the list is replaced by the note Property attachments are only visible with support access., and the warnings about an attachment that is about to expire are not shown to Villantis either. With View only the list shows with Open, Download and the preview of photos (see Viewing a document without downloading it) but without Add file or Replace; to add, replace or delete one it needs Assist or emergency access. Every time support opens or downloads an attachment it is written to the Support access log, only as an entry, never the content. For the owner and for agents nothing changes.
Notifications about what a guest does. A message, a file, chosen extras, a cancellation request or a dog request from the guest goes to the owner or the agent who handles the booking. Only when there is nobody else to receive it (no owner address, no owner account and no agent who handles the booking) does it reach Villantis Support. Without support access the email then names only the property, the booking number, the dates and the kind of notification (for example Cancellation requested): no guest name, email address, phone number, message text or file name, and a reply goes to Support instead of to the guest. With support access the email is the full one. This is the same rule as for a new enquiry (see Who emails whom).
Villantis' own actions leave a trace. Requests to the portal are also recorded technically for 90 days: who, when and which part of the portal, never the content. So what a Villantis administrator did can be traced afterwards, also on a property without support access. You do not see this record yourself; for what happens on your property use the Support access log above.
The owner's and sender addresses. The fields Owner's email address and Sender email address (tab Guest contact, card Sender) decide where notifications and guest replies go. Villantis can change them only on a property without an owner, never on a property with an owner, not even with Assist. On a property without an owner every such change is written to the Log card (old → new, with who and when).
Who may give access: the owner. On a property without an owner account, any agent linked to that property. An agent on a property that has an owner cannot. Villantis can give itself ordinary access only on a property with no owner and no linked agent; that is logged like any other access. A platform administrator otherwise sees only the current status in the card, not the log.
When it ends: by itself when the period is over, and at once when the owner of the property changes, when an agent's can edit all bookings switch changes, or when an agent is linked to the property, unlinked or removed (see When the owner or an agent's link changes). After such a change access has to be given again.
The log: in the same card, Support access log (visible to whoever may give access) shows the latest 50 entries: when, who (the Villantis account, or whoever gave or revoked access), and what: Access given or Access revoked, Emergency access followed by the reason, Viewed or Changed followed by the part of the portal, the booking number or an anonymous contact code, a number of items when more than one, and refused when the request was turned down. Never the content itself: no guest names, addresses or message text. Entries are kept for 12 months.
A notification: when access is given or revoked an email goes to the property's notification address (the same address as for bank-detail changes, see Bank details), to the owner's account and to whoever did it. It names the level, until when, who did it and when. No guest details. Don't recognise it? Reply straight away. An end by itself or through a change of owner or agent link sends no email; it shows in the log.

Emergency access: 4 hours, with a reason, announced at once platform · owner · agent

When there is an outage or an urgent problem and the owner cannot be reached, Villantis can give itself emergency access to a property. It is deliberately noisy: it needs a reason, it is limited to 4 hours, and the owner is told straight away.

Starting it (Villantis only): in the card Support access there is a block Emergency access (4 hours) with the field Reason (at least 10 characters) and the button Start emergency access, followed by a confirmation. It asks for a recent sign-in: you must have signed in within the last 15 minutes. If not, the portal asks you to sign in again and then to request emergency access again.
What it gives: everything Assist gives, including guest details, plus viewing the bank details (never changing them). Still never: a guest's address, a reply or email to a guest, or the private iCal link.
The owner is told at once. An email goes to the property's notification address and to the owner's account (and to whoever started it) stating the reason you gave and until when the access runs. The email is in English, like every notification (see Who emails whom).
You see it in the card: a red notice Emergency access by … until … with the Reason, for everyone who sees the card, and a line Emergency access with the reason in the Support access log.
Ending it: Revoke emergency access in the same card ends it at once, Villantis can do it, and so can the owner (or, on a property without an owner, the linked agent), whoever may give support access. Otherwise it ends by itself after 4 hours, and at once at any change of owner or agent link, just like ordinary support access.

Support & feedback

Via 💬 Support in the left menu you ask a question, share an improvement idea or report a problem from within the app.

Choose a type (question, improvement or problem), the property it is about (or General / no specific property), give a subject and a message, and send. The list Property shows the properties you have access to; if you manage exactly one property, it is preselected.
Your ticket reaches the Villantis team (by email and in our team channel); you get a reply by email at your own address.
In the list and in your profile (click your email address at the top right) you see the status of your own tickets, open or resolved. You can set it yourself, see Resolving and reopening below.
The list. Under the form, My tickets (for the platform: All tickets) shows one compact row per ticket: the subject with its type, the ticket number, the type and the reporter (the platform only), when it was last updated, and the status. Click a row to open the ticket.
The ticket page. A ticket opens on its own page with ← Back to tickets at the top (it returns you to the same row in the list). The page shows the Original message, below it the Conversation (Conversation (N replies)) with every reply, newest or oldest first, with more than one reply there is a button ↑ Oldest first / ↓ Newest first that switches the order and remembers it in your browser. A reply from Villantis shows as Villantis Support (the platform sees the colleague who wrote it, labelled Villantis Support), and a reply that came in by email is labelled by email. The reply field is called Reply, with the button Send reply: the platform replies to the reporter, the reporter can add more themselves. Every reply appears below the ticket and is also emailed to the other party. If the reporter replies to a resolved ticket, it is reopened. Villantis Support replies in the portal: the emails that go to Villantis Support carry no reply address of the reporter, so the whole conversation stays in the ticket thread (see The support email below).
Ticket information. The box on the side lists the Status, Type, Created, Last updated, Reported by, Assigned to and the Property: the property the reporter chose when creating the ticket, or General / no specific property. A ticket from before that choice existed has no chosen property: the row is then called Requester's properties and lists the properties the reporter had access to at the time (up to three, then +N more; left out when there are none). The button Reply takes you to the reply field; next to it is Mark resolved (or Reopen on a resolved ticket).
Resolving and reopening. The reporter can mark their own ticket as resolved and reopen it from the ticket page with Mark resolved and Reopen; the platform can do this on every ticket. Under Status a line records each change (Resolved by … or Reopened by …) with the time; for a change by Villantis Support the reporter sees Villantis Support, not a person. When the reporter marks a ticket resolved, Villantis Support is notified: the assigned colleague (otherwise the support mailbox) gets a short email Closed by the requester with the ticket number and subject, and the team channel gets a line. Reopening sends no notification of its own; a new reply to a resolved ticket reopens it as before.
Assigning a ticket platform. In Ticket information the platform picks a colleague under Assigned to (the list shows the Villantis Support accounts; Nobody removes the assignment). A line under the choice records who assigned it to whom and when (Assigned to … by …, Unassigned by …). In the list, the platform sees the assignee in its own column and can set the filter Show to Assigned to me to see only its own tickets.
- The assignee is emailed. At the moment of assigning, the colleague gets an email Assigned to you: <subject> with the original message and the button View and reply →. After that, every new reply from the reporter reaches the assignee too, with the same button, a reply written in the portal at once (on top of the support mailbox, which keeps getting it), a reply the reporter sent by email within a few minutes. Replies that were already there before the assignment are not mailed again.
- The 07:00 reminder names the assignee. Each line in the team channel's morning reminder of tickets waiting for more than 24 hours names the assignee by email address, or says the ticket is not assigned.
- The reporter never sees who. An owner or agent sees, in the list and next to Assigned to on the ticket page, only Handled by Villantis Support once someone is assigned, never a name or address of a person, in the replies either. Unassigned: nothing is shown.
The support email. An email about a ticket is always in English, whatever language you use the portal in. It names the ticket number, the subject and who wrote, shows the message (a long one is shortened, with the note Message shortened: read the rest in the portal.) and has a button View and reply →. The button opens my.villantis.com/#support/<ticket number>: after you sign in, the Support & feedback screen opens with that ticket marked. A ticket that is not yours (or that does not exist) gives the message This ticket does not exist or you do not have access to it. Under the button, the email to the reporter says You can also simply reply to this email.; the emails to Villantis Support and to the assigned colleague say Please reply in the portal so the requester and the thread stay in sync. and carry no reply address of the reporter. The email about a new ticket, and the one about a ticket closed by its reporter, also show a line Property with the chosen property or General / no specific property (left out for a ticket from before the property choice).
Replying by email. When Villantis Support answers your ticket, you can answer straight from your mailbox. Your reply lands in the ticket below the other replies, marked by email next to the time. Two things make that work: reply from the same email address as your portal account, and leave the ticket number in the subject ([Ticket TKT-…]) as it is. A reply that cannot be linked this way still reaches Villantis Support, but not as part of the ticket, so add your answer in the portal as well if it matters. An attachment in your email shows in the ticket by name only, with in the support mailbox; a message that is too large or unreadable shows Message not read (too large or unreadable). See the support mailbox.
For the platform: what is waiting. A ticket whose last word is the reporter's shows ⏳ Awaiting reply (with since and the time) instead of Open; a resolved ticket never does. Every morning at 07:00 Villantis' team channel gets one reminder listing the tickets that have been waiting for more than 24 hours: only the ticket number and subject, no message and no name.

The owners' newsletter keeps you posted the other way round: when a batch of improvements lands, owners receive an email with the highlights that matter to them, with screenshots and set-up steps. Every edition is archived at villantis.com/newsletter.html; the full change history stays in the release notes.

Reporting

In the left menu, under Reporting, you find the sub-items Operating, Statistics (called Platform for the platform role), Commission and ⭐ Reviews. The platform has one more: Status.

Operating owner · agent · platform

An operating statement per property and per year, ready to send to your accountant.

Per month: rental revenue (net rent, distributed pro rata per night) minus the operating costs, with the occupancy rate.
The statement also shows the weeks of paid rental per month and for the year: nights of paid rental ÷ 7. A stay counts as paid rental when rent was actually paid after discount (including your own stay at a special price for friends) or when it comes in through a calendar link (Booking.com, Airbnb and the like) even at €0, because a calendar link carries no prices, unless that calendar is labelled “Eigen verblijf”. A free stay (€0, entered by hand, or a 100% discount) does not count. Agent commission, including its minimum and surcharge, applies only to paid rental that is not an own stay: the owner arranges those stays personally. The occupancy rate still counts every booked night. Nights are split pro rata over the months, so a stay across a month boundary is never counted twice.
The costs come from the lines with an amount in Costs and agreements (Administration tab). They are attributed pro rata to occupancy by default (adjustable per line with Allocate).
Choose property + year; a year total at the bottom. Costs with a validity window only appear in the years in which they applied.
A one-off cost shows its monthly write-off, marked write-off, in the years its schedule covers, from the purchase month until the last month of the write-off period.
A cost with a new amount from a month counts every month with the amount that applied then. For a cost per quarter or per year that changes mid-year, the months of one calendar year are therefore a mix of the old and the new amount (each month rounded to the cent), so the year total is not exactly one quarterly or yearly amount, 1,200 a year changing to 1,260 from November gives 10 × 100 + 2 × 105 = 1,210 for that year.
Agent commission automatically appears as a separate cost line (per month, pro rata to the nights) for owner and platform. It is, after all, a cost for the owner. For the agent it is income and is not shown as a cost. The line appears as soon as bookings are linked to the agent.
Booking costs per channel: set a percentage per booking channel per property (e.g. Nice2Stay, VillaSud, Gites = 18%) on the property's Administration tab, in the card Booking site commission. Bookings with that channel get that commission as a cost line Booking costs (channel) on the operating statement (percentage × rental revenue). The channel name is case-insensitive. For a channel booking whose payout you have confirmed, the cost is the rent minus that payout instead of the percentage.

Statistics owner · agent / Platform platform

The same dashboard with the health of the rental business. Owners and agents see Statistics, automatically limited to their own properties. The platform sees the same across all properties under Platform, plus the login activity.

KPIs: properties, GBV, commission, occupancy, outstanding balance and the 12-month revenue forecast. (The number of owners & agents is platform-only.)
Booking funnel with conversion ratios and open leads.
Rentals per month (with peak months), leaderboard of best-performing properties, and properties that do well outside the peak season.
Channel mix and quality (cancellation ratio, returning guests, response time).
Filter on one property or view everything together; choose the year.
Platform only: Active now, login frequency per user and login times per day. This login data is never visible to owners or agents.

Commission agent · owner · platform

Record a commission agreement per agent per property (percentage × net rent, with a minimum and a markup). The workflow: the agent proposes, the owner confirms (just like accepting a property). For owner-less properties the agreement applies immediately.

Agent sees their own accrual per property, earned, still to invoice, invoiced and pipeline.
Free (manual): the agent marks themselves which commission has already been invoiced (with an optional own invoice reference), button Mark invoiced / Undo mark. That way you track the status without the platform producing an invoice.
Premium per agent, by platform: automatically generate a commission invoice (PDF) (with your own invoice details + archive) and the per-booking detail view (click Details per booking for the individual lines, with marking per booking). Enabled under Agents → agent → Premium.
Owner / platform see per agent what has accrued on the properties (read-only; the agent invoices).
A booking counts for the agent as soon as it is assigned to the agent. On an owner-less property with exactly one commission agent that happens automatically for all bookings. No per-booking assignment needed. When the first owner is linked to such a property, that automatic link would end, so the agent is fixed on every booking that had no agent yet and the commission stays. This is written to the property's log.

The guest flow

This is how a booking unfolds for the guest, from enquiry to stay:

Enquiry via your website/booking widget → the guest gets an auto-reply, you get a notification. Both show the same total as the widget, see The same total in the enquiry emails.
Offer: you set the booking to "Offer" → the guest receives the quote with the price and a button "Fill in your details".
Guest details: the guest fills in address, postcode, city, country (and possibly a pet) on their own booking page.
Confirmation: after the down payment you set the booking to "Confirmed" → the rental contract (with the address) goes along automatically.
Balance, deposit, welcome: the balance reminder, deposit request and practical arrival information follow automatically at the right moments.

Below each of those emails is a link to their own booking page, where they can see the status and update things themselves.

My booking (guest page)

Below every guest email (from the confirmation of their enquiry onwards) is a link "View your booking →". It opens their own page on villantis.com: one page with everything they need to know about their stay. The link works with the reference and a secret key of that one booking; there is no login and no one sees anything of another guest. The link expires 90 days after departure. After that there is nothing left for the guest to do or see, and a forwarded email should not grant eternal access to address details. The guest then gets a polite notice that the page is closed.

What the guest sees there:

The current status: enquiry received, proposal sent, confirmed, everything paid, cancelled.
What is still expected of them: fill in details, down payment, balance (with the due date), security deposit, return the signed contract. Completed items get a checkmark; "balance paid" follows the tick described under What counts as paid.
Their amounts: the same cost table as in their emails, including what they pay on site.
Their details and their extras, exactly as on the separate pages before. Those two are only there if the corresponding switches are on.
A message to you: the block Send a message, see Messages from the guest.
A file to you: the block Send a file, see Files from the guest.
Cancelling: see below.

Messages from the guest: Send a message

Near the bottom of the page the guest finds the block Send a message (Have a question or something to let us know? Send … a message here.) with a field Your message and a button Send message. In every guest email that has the View your booking → link, a second line under it, Questions? Send us a message via your booking page →, opens the page at that block. The guest sees Your message has been sent and, under Your earlier messages, their own earlier messages from this page (the last 20), never anything from your side.

You are told at once. The person who handles the booking gets an email Message from the guest with the booking, the dates and the text, the same address order as for the other notifications, see Where does a guest's reply go? (an agent who manages the booking first). Reply to that email and your answer goes straight to the guest, at the address on the booking. The team channel only gets a line with the property and the booking. No name and no text. The notification is always in English, whatever language the guest wrote in (see Who emails whom).
It stays on the booking. The message appears in the booking's Messages timeline with the labels Guest and via booking page, see The booking screen. It is plain text, up to 4,000 characters. A guest can send up to 10 messages an hour per booking link; after that the page asks to try again later.
It stays open until you answer. The message counts as unanswered (in Open actions and with a notice on the booking) until you reply or press Resolved, see Unanswered guest messages.
When the block is not there. Not on a channel booking (the channel looks after its guest) and not when Personal booking page ("My booking") is off (see The three switches). Without the page there is no link and no extra line under the emails either.

Files from the guest: Send a file

Under the message block the guest finds Send a file (Want to send … a file, for example a signed document? Choose it here. A PDF or a photo, up to 10 MB.). They press Choose a file, then Send file. The page then says Your file has been sent. We check it for viruses first., and under Your files the guest sees the name of each file they sent with its state: being checked, received or file rejected. The page keeps looking for a few minutes until the check is done. The guest only sees their own files, never your other documents.

What is accepted. PDF, JPEG, PNG, WebP and HEIC, up to 10 MB per file, and at most 5 files per booking (a rejected file counts too until you delete it from the booking). Anything else gets This type of file is not accepted. Please send a PDF or a photo (JPG, PNG, WebP or HEIC). After 10 files in an hour the page asks the guest to try again later.
The virus scan comes first. The file goes to the same quarantine store and the same scan as every other upload, see Documents and the virus scan. Only after a clean scan can you download it, and only then are you told.
What you see. The file is in the Documents tab with the label from the guest, and counts as a new file until you have looked at it, see Files from the guest.
When the block is not there. Under the same conditions as Send a message: not on a channel booking, and not when Personal booking page ("My booking") is off (see The three switches).

Reviews: the guest writes, you decide

If Ask for a review is switched on (Guest contact tab, in the card When does each email go out?; off by default), the guest gets one request shortly after their stay with a button to their booking page. There they give stars (1–5) and optionally a comment. The review lands in the platform: a ⭐ with the score appears on the card, the full text sits in the reservation, and you decide what to do with it, put it on your site, ask for a Google review, or leave it be.

Overridable per booking, in both directions: property on → can be turned off per booking on the card; property off → can be turned on per booking ("Follow the property" is the default).
The request goes out once, at the configured moment (default 7 days after departure, adjustable in the same card, see "When does each email go out?" under Prices) and only within 45 days after departure. If you flip the switch later, we do not retroactively email guests from months ago.
The booking page must be on (that is where the review lands); you get a Slack alert as soon as one comes in.
All reviews together: Reporting → subtab ⭐ Reviews, with the average, per property and per guest, newest first.

Cancelling is a request, not a button

The guest sees what a cancellation costs today according to your property's cancellation scale, and can submit a request. An explanation is mandatory, you must be able to decide on it. Nothing is cancelled automatically: you get an email and a Slack alert, and the card sits on the board with ⚠️ cancellation requested. In the reservation you then choose:

proceed: set the status to Cancelled; the cancellation email with the settlement goes out as always;
decline: button Decline request. The guest sees that on their page; send them a message about it yourself (the reply field in the same drawer).

Once payments can be made in the platform, this request can become a real cancellation. Until then the settlement remains manual work, and therefore your decision.

The three switches behind this page

Personal booking page ("My booking") (Guest contact tab, card What the guest can do themselves; on by default). Off: no link below the emails, no Send a message block and the page is not reachable. The buttons Fill in your details and Compose your stay keep working. They open the same page, but without status, amounts and cancelling.
Offer extras in the guest e-mails (Costs & extras tab, in the Extras card; on by default). Off: no extras table in the offer and no separate extras email. The extras themselves remain, you record them yourself on a booking. In the Emails overview that card turns grey with "off".
Let the guest fill in their own address (Guest contact tab, same card; on by default). Off: no "Fill in your details" button in the offer. The contract does need an address, so fill it in yourself on the booking, on the Booking tab, card Guest, see Filling in a guest's address yourself. Open actions then lists Fill in the guest's address for you; until the address is there, the contract keeps waiting.

The texts, the moments and the order of the emails themselves stay under Emails.

Property site: its own page on villantis.com

On a property's The house tab, the Property site card has one switch, Publish property site, that puts its own page live at villantis.com/pand/<pand-id>. The page builds itself from what is already in the platform: name, short description, logo and accent colour, photos, season prices (or a from-price with the flexible model), the bookable extras and the booking widget. Every time you save the property, the page is refreshed; switch it off and it is taken down.

The property site is a premium feature. Until the platform has switched it on for the property (see Premium: one block), the card shows Premium feature: not enabled for this property yet. instead of the switch, and nothing can be published. A property site that was already online stays online as it is, with the note The property site is still online, but is no longer updated.

Three situations: no site of its own → turn the property site on; own domain name wanted → coming soon, also premium (our page behind www.yourvilla.fr); already a full website of its own (like La Bastide du Papillon) → leave the property site off and use the booking widget there: the card then shows a note ("This property already has its own website …"), so two pages do not accidentally end up side by side.

Four styles (the Style choice), Garrigue (warm southern French), Modern (clean, lots of white), Elegance (dark, luxurious) and Azur (light, coastal). Your logo and accent colour (card Appearance) colour the page further; each style deliberately has its own character.
The page is in the property's default language; the widget on it follows the same language.
You manage the Intro text, the Features (one label per line, like "4 bedrooms", up to 20) and up to six Extra sections (heading + text, history, surroundings, location) yourself on The house tab. Photos are uploaded in the same place (＋ Add photos; automatically resized, at most 2 MB each; the first is the header photo, order with ◀ ▶, remove with ✕, maximum 20). Reviews go on the page with the Show on the property site button on the booking's card (section "What guests say", newest first, maximum 6); remove them with the same button. Coming soon: (premium) an own domain name.

Booking widget & links

Per property you find these on the Connections tab of the property settings: the cards Bring in bookings from other sites, Share your calendar, Weekly overview for the owner, On your own website and, for the platform, OpenGDS / channel connection (the platform sees this card on every property, also where it otherwise only reads). The code snippets sit in fold-outs under On your own website so the tab stays short.

Booking widget (On your own website → Booking widget: for the owner's website, or Booking widget: for the agent's website): an <iframe> for your own website: the visitor picks dates (with half changeover days; the calendar shows two months side by side, headed for example jul / aug 2027, or dec 2027 / jan 2028 across the new year) and sends an enquiry that is automatically linked to the right property (and agent). Below the widget is a fallback link ("Booking calendar not visible? Open the booking form →") that opens the booking as a standalone page on villantis.com, handy when a strict network or privacy setting blocks the iframe. You can also share that same link on its own as a booking link. The widget grows with its content; the snippet wraps it in a container with a minimum height so page builders that give blocks a fixed height reserve enough room. After a guest sends a request, the confirmation reminds them to check their spam folder (with an extra note for Hotmail/Outlook addresses) so the offer email is never missed. To prevent abuse, one email address can send at most three requests per property per 24 hours (and one network at most twenty per hour platform-wide); a guest asking for different dates a second time is unaffected. Squarespace tip: don't place a spacer block over or under the widget (it blocks clicks), and in the newer Squarespace editor drag the code block tall enough to show the whole widget: the minimum height in the snippet is only the fallback.
Price in the booking widget (On your own website, checkbox Show the price in the booking widget): once the visitor has chosen dates and the number of guests, also when the dates are already in the link, the widget shows a block Price estimate. It lists the rent, a discount if there is one, the costs that apply (cleaning, for example), the tourist tax (when it is included in the rent, as a line without an amount, see Tourist tax included) and the total. What is paid on site and the security deposit stand apart below it, followed by the line Estimate, the owner confirms the booking. When a dog needs the owner's approval first, the block adds Dog on request: not included in this total. The figures come from the same calculation as the offer email, so the widget never shows a different price. It does not include a returning-guest discount (that depends on the guest's email address) or the split into down payment and balance. The block follows the language of the widget (Dutch, English or French). Nothing has to be replaced on your website: the snippet and the fallback link you already use show it.
Default: if you never touched the checkbox, the line under it says Not set: on by default for fixed weekly prices, off for flexible prices. Tick or untick it to choose for yourself. On a property with no prices the line says This property has no prices yet. The widget then shows no price. The price is also left out when the rent would be 0, when a night in the stay has no price (a gap in the period prices: better no price than a too low one) and for a booking that the channel settles itself. In all those cases the widget works as before, without the block. A changed setting or price can take up to about a minute to show in the widget. A visitor can ask for the price at most 60 times per minute. A visitor who goes above that (a script, say) sees no price block for a moment, and the widget works as before without it; other visitors are not affected. The emails after a request show the same total, see The same total in the enquiry emails.
The same total in the enquiry emails: when a guest sends a request, two emails go out, the confirmation to the guest and the notification to you. Both show the same amounts as the price in the widget (Price in the booking widget) and the offer email, because they come from the same calculation. The lines are: the rent, the discount (a minus line, only when there is one: the long-stay discount of the property, or the returning-guest discount below), the costs that apply (cleaning, for example, and the extras the guest ticked), the tourist tax (when it is included in the rent, a line without an amount, see the tourist tax line) and the total. What is paid on site is not in the total.
The guest's confirmation calls the total Estimated total and lists what is paid on site apart below it, under To pay on site (to the concierge). It speaks the language of the guest. This is also the case for the enquiry email in your own email flow. When a dog needs your approval first, the confirmation adds Dog on request: not included in this total.
Your notification (always in English) names the total like the offer does, for example Total (incl. tourist tax). The extras the guest ticked are also listed on the row Extras chosen, with on site behind the ones that are paid on site. A dog that needs your approval shows as dog: REQUEST, needs your confirmation (not in the total).
A returning guest: when the guest has a rebooking offer that is still valid, the discount is already in both amounts. Your notification then shows the banner Returning guest with This discount is already included in the price above., so do not deduct it again. The two do not add up: the returning-guest discount replaces the long-stay discount. A discount you type yourself on the booking afterwards (the Discount field) shows from the offer on.
When there is no price to give: in the cases where the widget shows no price (a night in the stay without a price, or a rent of 0), the confirmation shows one line Price: follows in our offer instead of amounts (Prijs: volgt in ons aanbod in Dutch, Prix : suivra dans notre offre in French), and your notification shows Price: No rate for every night of this stay. Set the price in your offer. Without dates there are no amount lines at all.
Channel iCal (Share your calendar): dates only, no guest data. This is the link you paste into Booking.com or Airbnb so your bookings block their calendar.
Private iCal calendar (Share your calendar): subscribe your calendar app (Proton, Apple, Google, Outlook) to the live bookings. The link contains guest data, so only the owner and an agent with can edit all bookings on the property see it, other agents and Villantis platform administrators do not, not even with support access. Think the link has leaked, or someone who had it should no longer have it? Click ↻ New link and confirm: the old link stops working within a minute, so every calendar subscription has to be set up again with the new link. The link is never renewed by itself.
Week overview for the owner: a read-only page behind a secret link, see Week overview.
External calendars (iCal import) (Bring in bookings from other sites): paste the iCal export URL of a channel (Booking.com, Airbnb, Google, up to five per property; the link must be a public https:// address, and a calendar larger than 2 MB is refused) and its reservations become shadow bookings: dates blocked in the calendar, widget and your own iCal, visible on the board and week overview with the channel as source, and never a single email: the channel handles its own guest communication and payment. Refreshes every ~30 minutes. If a reservation disappears from the feed, the shadow booking is cancelled and the dates are freed. For the other direction, paste this property's channel iCal (dates only, no guest data, never the private calendar) into the channel, two one-way feeds make the two-way sync. Mind the limits of iCal: dates only, no guest details or amounts, and channels refresh imported calendars on their own schedule (up to a few hours), so a small double-booking window remains. That window is guarded: when an imported reservation overlaps an existing booking (a direct one, or one from another channel), the card is still created but marked as a double booking in its log, and the owner (or the agent who manages the booking it overlaps) receives an alert email naming both references, within one sync round (≤ 30 minutes). Back-to-back stays on a changeover day are not a conflict. Tip to keep the window minimal: after confirming a direct booking, use the channel's manual calendar refresh (Booking.com has one in the extranet).
Zodomus API connection (Booking.com & Airbnb): the full-fat upgrade over iCal, connected per property by the platform team. Availability is pushed to the channel on every sweep round (closing the double-booking window to minutes), nightly prices are pushed daily from the same engine that feeds offers, the price calendar and Nice2Stay, and reservations come back with guest name, contact details and the booked amount, so the board and reporting show the real picture per channel. Incoming reservations follow the shadow-booking rules (the channel does its own guest emails and payment) and are covered by the same double-booking alert. Every push and every received reservation is visible in the Channel sync ledger.
Rates block (On your own website → Rates block): an <iframe> for the rates page of the property's own website, season prices, additional costs (cleaning, linen, deposit, tourist tax) and extras, rendered live from the platform. Change a rate in the portal and every connected site shows the new price immediately; a hand-maintained price table can never drift again. The styling follows the site via parameters in the src: &accent= and &ink= (colours, %23 = #), &font= (the site's typeface) and &bg= (background, transparent by default, so it sits on the site's own background); language via &lang=nl|en|fr. The block reports its own height, so it never shows a scrollbar.

Week overview for the owner

One read-only page for the phone: who is staying when, with how many people, and what the checkmarks say (down payment, balance with its expected date, security deposit, signed contract). Pending enquiries and offers appear in their own muted style, gaps show as "free", and the current stay is highlighted.

Put it on the home screen and it behaves like an app. On iPhone: open the link in Safari → share button → Add to Home Screen. It gets the Villantis icon with the property name underneath, opens full-screen without browser bars, and shows fresh data every time it is opened. Android (Chrome) works the same via Add to home screen.

School holidays from four countries are marked automatically: the Netherlands (north/centre/south, rijksoverheid.nl), France (zones A/B/C, the ministry's open data), Belgium (the Flemish and French communities, whose calendars genuinely differ since 2022) and Germany (all 16 federal states): occupied weeks get a 🇳🇱/🇫🇷/🇧🇪/🇩🇪 chip, and a free gap that falls in a school holiday gets an amber signal, that is your most valuable unsold week. The same chips appear on the booking card and in the calendar. A stay counts as "in the holiday" from 3 nights of overlap; when only some regions match, the chip names them (e.g. herfstvakantie · midden+zuid, hiver · A+C, toussaint · fr). Germany is the exception: with 16 states the chip shows just the flag and the holiday, which Bundesländer are off is in the chip's tooltip. Short one-off breaks (the French Ascension bridge, loose German Pfingst days) are deliberately left out. The nightly quality control warns per country when the dates for the next school year still need to be loaded.

Turning it on: property settings → Connections tab → card Weekly overview for the owner → "Week overview via a secret link (no login)". The switch is off by default.
No login: the link is the key. The URL contains an unguessable token; share it only with the owner. New link revokes the old one instantly (allow up to a minute for every server to pick it up).
What it shows is configurable per property (three switches under the link, Show booking channel, Show payment checkmarks, Show school holidays): the booking channel, the payment checkmarks and the school-holiday chips can each be switched off. Who is staying when is always on it. The channel chip names the source of every booking, including Direct. The school-holiday switch also drives the chips on the board and in the calendar, one preference, three places.
Deliberately sparse: no guest email addresses, no phone numbers, no amounts. For those there is the portal. The page also tells search engines not to index it, and it is never linked from any public page, so it cannot be found, only shared.
Own stays: on a manual booking, pick "Own stay" under "How it came in": the week overview then shows a house chip instead of payment facts. Combined with an empty e-mail address (shadow booking) no guest mails are ever sent for it. An own stay starts with all costs off, see What you charge.
✉ chip for manual mail mode: if the property is set to manual sending, a booking with guest emails waiting to be sent shows a green ✉ n te versturen chip, so the phone view also tells you when a guest is waiting for your reply. Properties in automatic mode never show it.

System status

The page status.villantis.com shows, without signing in, whether Villantis is working. The link is in the footer of villantis.com. It lists six parts: Booking widget, Emails to guests, Owner portal, Incoming email, File uploads and Nice2Stay.

The band at the top reads All systems operational or Some systems have problems. Each part says Works or Problem.
30 days per part. A row of 30 bars, one per day, oldest on the left: no problems, short problem (under an hour), problem, or no data. Hover over a bar for the day. Next to it stands the share of time the part was available.
Past incidents lists the most recent resolved problems, with the part, how long it lasted and when it started. When there are none it says No incidents in the last 30 days.
Nice2Stay shows a problem when a connection that worked before starts failing, and it clears as soon as a synchronisation for that property succeeds again.
The page refreshes every minute. If it cannot load the status it says Status unavailable.

The page only names the parts. It never shows a property, a guest or an error message. Something wrong for you while everything shows green? Use Support.

Status inside the portal platform. The platform has a more detailed view under Reporting → Status, with the heading Platform status. It shows the band Everything works (or how many alarms are active), tiles for Active alarms, Alarms in 7 days, Last night's QA and the channel sync, and below them every alarm per group with its state (OK, Alarm or No data), since when, 30 day bars and the status changes of the last 7 days. Refresh reads it again. Owners and agents do not see this view. The tile Last night's QA says see Slack, because the result of the nightly check is not stored yet.

Smart features

Soft-book: an enquiry/offer already holds the dates as an option, so you never sell twice.
Shadow booking: a booking that counts in calendar/board/reporting but sends no emails. Ideal for loading an existing schedule in parallel before going live. Untick it to set it live.
Half-day changeover days: departure and arrival days as half days, so changeover dates line up.
"Do not rent again": flag a guest (with a reason); you get a warning on a new enquiry, but always decide yourself.
Guest details only for those who handle the booking, owners and agents who may edit the booking see a guest's contact details, messages, documents and emails; other agents and Villantis platform administrators do not, unless you give Villantis Support temporary support access (or Villantis starts emergency access, which you are emailed about at once). See Who sees guest details.
Ready to go live?: the Overview tab of every property checks what still needs attention before guests can book, and takes you to the field. See Quality control.
Costs and agreements: operating costs, one-off costs written off over the years, new amounts from a month (indexation), insurance policies and contracts with attachments, and reminder emails to the owner before they renew or end. See Costs and agreements.
Custom sender domain (premium), send guest emails from your own domain via SES DKIM verification, without "via Villantis" in the sender name. See Who emails whom.
Signature on the contract: per property an uploaded image (PNG or JPEG, at most 250 KB and 2000 × 1000 pixels; a damaged or disguised file is refused with a message) or a name in a handwriting font. Signatures saved earlier keep working.
Virus scan on uploads: documents on a booking and attachments on a property are scanned before they can be downloaded. See Documents and the virus scan.